Technical Services Representative

The Technical Services Representative interacts with customer or SHW facility traveling in the field to sites in person to provide product and application support, information; ensures the best technical service possible. Answers customers' technical or scientific questions regarding product or service and operation or maintenance including application and equipment. Converses with customers to obtain information, identify problem, and provides technical assistance and solutions. Liaises between technical, sales, and operations (plants and facilities). The TSR trouble shoots and/or refers complaints of product or service issues to appropriate functions for investigation and resolution. Coordinates customers' service needs with other departments as required to ensure customer centric focus. Resolve complaints about product and application, explains how to use product or service correctly. Is familiar with technical processes, business processes and current trends in the industry. 

• Ensure customer product, equipment and service expectations are met 

• Carries out all core tasks with a focus on creating value proposition when able/applicable 

• Help achieve or exceed sales goals. 

• Help achieve or exceed profitability goals. 

• Help increase gallon growth. 

• Work with Tech Services team & other functions (e.g., Sales, R&D, etc.) 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 

• Recommend optimal product or service to customer to drive value selling of product and services 

• Perform customer line audits and line surveys 

• Maintain and upload accurate records of all demonstrations and line surveys 

• Maintain customer technical service issues on file for follow-up via Field Service Reports (FSRs) & 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. 

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  Company

  Sherwin-Williams

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