Technical Service Supervisor

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? LATICRETE International aims to be the leading construction brand trusted globally for high-performance tile and stone installation systems and building finishing solutions.

We’ve been in business for over 65 years, family-owned for three generations, and can be found in over 100 countries. The Hartford Business Journal even named us one of Connecticut’s top family-owned companies in 2017! We don’t just make innovative, industry‑leading products. Our purpose is to improve the built world and the lives of those who build it. We strive to connect with, engage with and improve the lives of our employees, customers, partners, and the global communities in which we operate.

Salary

• Medical
• Dental
• Vision
• 401k
• Tuition reimbursement
• 13 paid holidays in addition to paid vacation and sick time
• Flexible spending
• Life Insurance, AD&D and Supplemental Insurance

This position requires an individual with experience in supervision of a technical support environment in the construction products industry.

• Supervise and schedule daily operations of technical service representatives.
• Manage technical service representatives (attendance, scheduling, staff meetings, performance evaluations).
• Analyze technical activities, report trends and needs.
• Create new/revised technical data sheets (TDS’s) and technical advisories/documents.
• Provide technical service to architects, contractors and distributors, advising on proper materials selection and installation procedures for specific applications.
• Review and prepare technical documents; architectural details and specifications to advise on proper material selection for specific applications.
• Supervise the investigation and settlement of customer service and product complaints diplomatically and professionally within authorized limits.
• Coordinate incoming requests for technical service and training with sales and field technical representatives.
• Follow up requests from field representatives and distributors for telephone contact with contractors and architects.
• Coordinate and participate in job site assistance.
• Represent technical department in management meetings and ISO quality system/management reviews.
• Review/approve technical literature and data sheets.
• Coordinate technical service NAP’s.
• Conduct technical service department audits at satellite facilities, as required.
• Write technical service articles and tips for the monthly newsletter and industry articles, as required.

• Perform other directly related appropriate duties and assume accountabilities as apparent or as delegated, including mutually agreed upon objectives.

• Minimum 7 years experience in the construction industry.
• Minimum of 3 years in technical support of a building material or product.
• Supervisory and management skills.
• Excellent interpersonal, written and verbal communication skills.
• Knowledge of architecture and construction methods.
• Detailed knowledge of LATICRETE product line, applications, construction practice and materials.
• Fluency in a second language preferred.
• Physical strength to lift and carry up to 50 pounds frequently.
• Computer skills: intermediate knowledge of Microsoft Office (Word, Excel, PowerPoint) and Outlook. Intermediate knowledge of and functional proficiency in ERP and CRM systems;
  Oracle Enterprise One and CRM OnDemand preferred.
• Team cooperation – maintain a positive, cooperative attitude with all employees of LATICRETE and all customers.

• Associate's Degree or equivalent work experience.

• 25%