Technical Services Representative - Eugene

Technical Services Representative - Eugene, OR

The Technical Services Representative (TSR) interacts with customers or Sherwin‑Williams (SHW) facilities, traveling in the field to sites in person to provide product and application support and information. The TSR ensures the best technical service possible, answers customers' technical or scientific questions regarding product or service operation or maintenance, and provides technical assistance and solutions. The TSR liaises between technical, sales, and operations (plants and facilities).

The TSR troubleshoots and/or refers complaints of product or service issues to appropriate functions for investigation and resolution, coordinates customers' service needs with other departments, resolves complaints about product and application, and explains how to use product or service correctly. The TSR is familiar with technical processes, business processes, and current industry trends.

• This position requires up to 50% travel.
• Job duties include contact with other employees and access to confidential and proprietary information, and such access may be supervised or unsupervised. The Company therefore requires a criminal history review to protect its business and operations and the safety of its staff and employees.
• This position is eligible for bonus, commissions, and long‑term incentive compensation awards based on performance and subject to the terms of the Company’s applicable plans.
• This position is eligible for health benefits, such as medical, dental and vision coverage, Flexible Spending Accounts (FSAs), disability coverage, security, retirement and saving benefits. Additional benefits include a generous time away from work package, including personal leave, paid parental leave, medical leave, vacation, and holidays.
• Full‑time regular employees not covered by a collective bargaining agreement are eligible for:
  • 0–10 paid holidays throughout the calendar year, including 1 floating holiday
  • In the year of hire, 3–13 paid vacation days, prorated based on hire date, including a minimum of 3 frontloaded paid “flex” days which can be used for unplanned absences, such as sick days.
  • Non‑exempt employees will accrue paid sick leave at an accrual rate of 1 hour per every 30 hours worked.
  • 4 workweeks (on a 12‑month rolling calendar period) of paid Military leave for employees who are absent from work due to service in the uniformed services.
  • 5 days of paid Bereavement Leave following the death of an immediate family member and 3 days of paid Bereavement Leave following the death of any other family member.
  • After one year of employment, two weeks of Paid Parental Leave following the birth, adoption, or placement of a foster child.

• Ensure customer product, equipment and service expectations are met.
• Carries out all core tasks with a focus on creating value proposition when applicable.
• Help achieve or exceed sales and profitability goals, and increase gallon growth.
• Work with Tech Services team and other functions (e.g., Sales, R&D) to proactively eliminate or reduce customer complaints.
• Be available to interact with and support customers, such as taking customer calls when there is an issue or participating in annual customer account plans.
• Interface with cross functions related to incoming color QC, oversee color quality in production, and new color developments which lead to elimination or reduction in customer complaints.
• Responsible for training customers on use of color‑matching equipment and development of colors.
• Recommend optimal product or service to drive value selling.
• Perform customer line audits and line surveys, maintain and upload accurate records.
• Maintain customer technical service issues on file for follow‑up via Field Service Reports (FSRs) and SFDC logged entries.
• Assist sales reps by preparing samples, panels, etc. for presentations.
• Operate all material handling, color matching, tinting, mixing and lab testing equipment as required and in a safe manner.
• Shade product batches or leverage local blending facilities to adjust product as needed.
• Assist customers with set‑up and implementation of products.
• Evaluate product complaints and…