Technical Support Representative II/III

Job Title

Technical Support Representative II/III

Position Overview

Shaw Industries is looking for a Technical Support Representative III for both our commercial and residential businesses. Position will require a combination of skills including hands-on floor installation experience and strong communication / interpersonal skills. This is a remote opportunity requiring on average 60-80% travel to job sites during the week. Must have a strong desire and abilities for solving problems, installing flooring, floor prep requirements, and business travel. 

Shaw Industries Group, Inc. is a wholly owned subsidiary of Berkshire Hathaway, and is a global leader in delivering carpet, hardwood, tile & stone, laminate, synthetic turf, and other specialty products to residential and commercial markets worldwide. We are committed to creating a better future for our customers, our people, our company, and our communities.  

Responsibilities 

• Industry leading expertise in the installation of commercial and residential flooring products in a highly professional manner, and able to engage customers in all applicable end use environments. Knowledgeable in commercial or residential flooring products from both the product characteristics and installation requirements.  

• Ability to support sales reps with projects providing technical support on product, installation, and performance.  

• Support business on job starts. 

• Serve as an inspector for field project situations, ability to analyze and offer solutions to problems; make recommendations for corrective action; and when required, demonstrate the solutions in front of the customer. Preparation of inspection reports, product reviews, and other related documents must be submitted/filed promptly. 

• Where possible, approach all field situations as training opportunities to not only resolve the situation at hand but to leave behind knowledgeable resources capable of resolving future issues. 

• Familiarity with and able to discuss the most advanced installation techniques in detail and defend those opinions both verbally and in writing in potentially difficult situations. 

• Support training efforts, and sales events with customers and sales associates on product and installation methods. 

• Willingness to cross train to obtain product and installation knowledge of all flooring products in support of the total field services effort of Shaw Industries. Train Level 1 & 2 Tech Reps to help maintain industry leading talent on our team. 

• Planning and supervising test installations; assist R & D and corporate quality in development of new products. 

• Where possible identify and recommend local resources capable of assisting the field service effort. 

• Must be able to schedule travel and coordinate appointments with customers, etc. 

• Follow Shaw Travel and Departmental procedures and be a good steward of resources. 

Qualifications 

• High School diploma or GED. 

• Must have a minimum of 5 years of Commercial Flooring installation experience. 

• Extensive understanding of commercial and residential resilient installation processes, methods, tools, and techniques. 

• Sheet goods, heat welding, and flash coving experience are a plus* 

• Carpet installation experience and/or professional certifications are a plus* 

• Must have adequate public speaking, teaching, and training skills.  Have the ability to interact with a broad range of audiences, both verbally and written, to include customers, installers, sales personnel, general contractors, etc. 

• Must possess leadership abilities, exemplify professionalism, and maintain confidentiality of sensitive issues between departments and information considered proprietary. 

• Must be self-motivated, have good organizational and time management skills. 

• Must be adaptable and willing to accommodate sudden changes in schedule. 

• Must be able to travel by car and air unassisted. 

• Must be able to work in a plant environment near automated equipment that includes standing, stooping, and/or sitting for extended periods of time. 

• Must be able to lift and carry up to 100 pounds. 

• Must be able to determine pattern repeats, color variations, and shade variations. 

Required Competencies 

• Build Trusting Relationships 

• Coach and Support 

• Influence Others 

• Deliver Compelling Communication 

• Demonstrate Good Judgement 

Salary Grade: This position may be filled as a S07 or S08, depending on the c