Technical Services Trainee

The Technical Service Representative Development Program is a structured training program that will expose future technical service representatives to various aspects of the Industrial Wood Coatings Division. The program will provide necessary experiences to build key skills enabling program participants to become successful technical service professionals. The placement position following training will be as a Dedicated Tech Representative. Participants should be open to initial relocation to Jeffersonville IN for the program and long-term relocation for post-program positions.

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, Operations, & R&D to execute the business strategy.
• Gain a basic understanding of the assigned division’s product offerings and technical applications.

 

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 prospects 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.
• Resolve 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.
• Conduct product trials to ensure customer's knowledge and understanding.
• Act as Subject Matter Expert (SME) to ensure customer understands products, applications, and solutions via product demonstrations, presentations, etc.
• Serves as 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 positive view of the organization.
• Evaluate and redirect concerns or issues to appropriate source if unable to assist customer.

Maintain and Utilize Product Knowledge & Technical Expertise

• Maintain up-to-date knowledge on current and new products, including application technique.
• 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 and sales to identify competitor strengths and weaknesses and S-W's competitive advantages.

Manage Time Effectively

• Schedule meetings, calls, visits, etc. with external customers
• Develop and document strategies to troubleshoot customer issues.

DIMENSIONS: