Technical Service Rep- Development Program

Rotational Program Summary

The Technical Service Representative Development Program is a structured 12–18-month program that will expose future technical service representatives to various aspects of the Coil Coatings Division.  The program will provide necessary experiences to build key skills enabling program participants to become successful technical service professionals. 

The program will include the following experiences: 

• Build acumen around the SW business, segments, customers, and go-to-market strategy
• Gain a thorough understanding of Sherwin-Williams technical service and sales processes
• Build technical service skills and aptitude
• Develop plans and diagnostic methods to effectively understand and address customer needs
• Execute product application and troubleshoot product issues
• Support the sales organization achieve financial goals and gain an understanding of P&L management
• Build cross-functional partnerships with and understand the interaction of Sales, Marketing, Operations, & R&D to execute the business strategy
• Gain a basic understanding of the assigned division’s product offerings and technical applications

Position Summary

Provides technical services to external customers and sales representatives, including troubleshooting, offering fundamental technical direction and assistance to customers on product(s) use, training, and support.  Responsibilities may include responding to common questions and concerns, applying basic application technologies, and providing general assistance to customers on improving operational quality and efficiency.   

Demonstrates time management, problem-solving, and decision-making when providing technical services.

 

Customer Service and Support

• Attend customer and prospect calls to deliver customer service and technical support to customers in territory, region, etc.
• Work with internal groups/departments to ensure product quality, service, and delivery meet or exceed customer expectations
• Support  resolution of customer complaints in accordance with company policies and procedures
• Respond to basic questions and concerns from the customer regarding product line(s) and general operations; generally involves task-orientated situations, limited problem solving, and direct supervision.
• Support  product trials to ensure customer's knowledge and understanding
• Work to become a Subject Matter Expert (SME) to ensure the customer understands products, applications, and solutions via product demonstrations, presentations, etc. 
• Works to become a basic operational advisor to customers by applying routine quality tools and analytical concepts to assist with improving product quality and efficiency; receives direction or guidance on most issues 
• Build and maintain relationships with customers to gain trust and create a positive view of the organization
• Evaluate and redirect concerns or issues to the appropriate source if unable to assist the customer

Maintain and Utilize Product Knowledge & Technical Expertise

• Obtain up-to-date knowledge on current and new products, including application 
• Implement and share best practices regarding new products and customer training with team members, partnering closely with the R&D function
• Evaluate and recommend improvements to current products, systems, and processes
• Provides technical direction and assistance to customers on the use of the product line(s); typically includes single locations and technologies, and basic application methods

Provide Sales Support

• Support and communicate with internal Sales teams on current and new customer needs, issues, and products
• Serves as a liaison with sales by interacting with line personnel, developing a greater understanding of needs and operations, and providing observations and leads to sales; receives direction from other personnel.
• Assists with performing account management activities by facilitating new or recurring orders, developing relationships with customer contacts, and facilitating communications with sales personnel.  
• Assist in collecting market information on customers and competitors, and estimating customer potential and the facility/branch’s market share
• Partner with marketing a