Technical Services Representative, Industrial Wood - Denver, CO

The Technical Services Representative (TSR) interacts with customer or Sherwin-Williams (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.

Additional Details:

• This position is a field position and will be expected to travel at least 50% of the time throughout Denver, CO and other areas as required
• This position is also eligible for [bonus] [commissions] [long-term incentive compensation awards] based on performance and subject to the terms of the Company’s applicable plans. 
• This position is eligible for health benefits, such as medical, dental and vision coverage, Flexible 
  Spending Accounts (FSAs), disability coverage, security, retirement and saving benefits. Additional 
  benefits include a generous time away from work package, including personal leave, paid parental leave, medical leave, vacation, and holidays
• Job duties include contact with other employees and access confidential and proprietary information and/or other items of value, and such access may be supervised or unsupervised. The Company therefore has determined that a review of criminal history is necessary to protect the business and its operations and reputation and is necessary to protect the safety of the Company’s staff, employees, and business relationships.
   

• 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 
• Position interfaces with cross functions related to incoming color QC, oversee color quality in production and new color developments which leads to elimination or reduction in customer complaints. 
• Position is responsible for training customers on use of color matching equipment and development of colors. 
• 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.
• Assist customers with set-up and implementation of products.
• Evaluate product complaints and decide the best way to resolve the problem, including escalating to others/other teams as needed. 
• Familiarize self with all products & procedures, including product preparation & application 
• Maintain expertise in equipment use and surface preparation. 
• Execute product test runs at designated customer facilities. 
• Assist in color verification and field color formulations 
• Troubleshoot product quality issues that may occur and implement solutions 
• Troubleshoot on-line technical problems such as correcting batches and formulation of products. 
• Train customers on product knowledge. 
• Conduct