Technical Service Representative II

Job Description

Are you looking for a new challenge? Passionate about innovation? Want to work for a global company that values integrity, teamwork, and loyalty? At LATICRETE International, we aim to be the leading construction brand trusted globally for high-performance tile and stone installation systems and building finishing solutions. With over 65 years of experience, family-owned for three generations, and available in over 100 countries, we strive to improve the built world and the lives of those who build it.

The Technical Services Representative II provides technical services to both internal and external customers through phone calls, website chats, emails, etc., and works to resolve complaints and issues in a timely manner.

Additional duties and responsibilities may be assigned, as necessary.

• Customer Interactions (80%) – Provide technical services to architects, contractors, distributors, specifiers, engineers, homeowners, and internal customers through phone calls, website chat, emails to provide information on proper material selection, installation methods and supporting information.
• Investigate and settle customer complaints through Sales Force; place complaint settlement product orders and/or check requests.
• Coordinate incoming requests for technical support and training with sales and field Technical Representatives.
• Follow up requests from field representatives and distributors to establish contact between contractors and design teams.
• Coordinate and participate in job site visits.
• Update complaints in Salesforce as new information is attained.
• Resolve complaints quickly and in a mutually beneficial manner.
• Support the Technical Service Supervisor in ensuring departmental procedures and adequate internal controls are followed.
• Assist Supervisor with analysis of Technical Services activities and report trends and needs.
• Internal Support (10%) – Support Technical Services training programs, as directed.
• Create and update technical data sheets and technical advisories.
• Review and approve technical literature, packaging, data sheets, and Marketing collateral.
• Represent Technical Services ISO quality system reviews and audits.
• Work / learn to increase product and industry knowledge and become a subject matter expert.
• Special Projects, Housekeeping, and Assignments (10%) – Participate in implementation or improvement initiatives associated with Technical Services.
• Help design and implement procedures and online tools for vendor-supplied products.
• Work with Marketing to provide specifications, CAD details and BIM content to third party vendors for inclusion on their websites or specification generating tools.
• Create and update FAQs for inclusion on website FAQ page.
• Help DEVOPS develop tools for LATICRETE website for  and custom shower pans and drains to aid customer in choosing and ordering products.
• Enter information into Salesforce for new accounts, contacts and projects generated by Technical Services.

• Minimum of 3 years experience in the construction industry.
• Minimum of 2 years experience in Technical Services or comparable industry experience.
• Experience with Salesforce; JD Edwards preferred.
• Knowledge of architecture and construction methods a plus.
• Knowledge of LATICRETE product lines, applications, construction practices and materials a plus.

• High School Diploma (Degree preferred).
• Strong interpersonal, written, and verbal communication skills.
• Computer skills:
  Intermediate knowledge of Microsoft Office (Word, Excel, PowerPoint, Teams, Outlook).
• Fluency in a second language preferred.
• Team cooperation – maintain a positive cooperative attitude with all employees and all customers.

• Physical ability to lift and carry 50 lbs. (22.7 kg) repeatedly.
• Push/pull:
  Must be able to push/pull 50 lbs.
• Stand:
  Must be able to stand 20% of the day or more.
• Sitting:
  Must be able to sit for 80% of the day or more.
• Twisting/Bending:
  Must be able to twist/bend 25% of the day.
• Squatting, climbing and/or crawling: 10% of the day.

Must be able to travel up to 20%.