Technical Services Representative

Job Duties

The Technical Services Representative - Field (TSR-Field) interacts with the customer or SHW facility by traveling in the field to sites in person in order to provide product and application support and information. This person 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 problems, and provide technical assistance and solutions; liaises between technical, sales, and operations (plants and facilities). The TSR-Field trouble shoots and/or relays 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; resolves complaints about product and application, explains how to use product or service correctly.

Additional Information:

This position will have a 50%+ travel

Job duties involve contact with customers, which may include minors; and access to cash and other payment methods, electronic equipment, personal information, store merchandise and 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 customers, staff, employees, vendors, contractors, and the general public.

This position is also eligible for bonus 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.

Full-time regular employees not covered by a collective bargaining agreement are eligible for:

0-10 paid holidays throughout the calendar year, including 1 floating holiday

In the year of hire, 3-13 paid vacation days, prorated based on hire date, including a minimum of 3

frontloaded paid "flex" days which can be used for unplanned absences, such as sick days

Non-exempt employees who work within the state of Washington will accrue paid sick leave at an

accrual rate of 1 hour per every 40 hours worked

Employees who work within the city of Seattle, Washington will accrue paid sick leave at a rate of

1 hour per every 30 hours worked

4 workweeks (on a 12 month rolling calendar period) of paid Military leave for employees who are

absent from work due to service in the uniformed services

5 days of paid Bereavement Leave following the death of an immediate family member and 3 days

of paid Bereavement Leave following the death of any other family member

After one year of employment, two weeks of Paid Parental Leave following the birth, adoption, or

placement of a foster child

Core Responsibilities and Tasks:

Ensure products being used by customers meet expectations

Ensure customer quality and service expectations are met.

Eliminate or reduce customer complaints.

Help achieve or exceed sales goals.

Help achieve or exceed profitability goals.

Help increase gallon growth.

Communicate competitive information, new products and selling issues to Division Sales Management.

Communicate extended product knowledge in division Industrial segments.

Attend coatings seminars that are pertinent to Industrial Coatings sales/marketing.

Manage product test runs at designated customer facilities.

Assist sales reps and Account Management (KEY, KAM, SAM, GAM) in calling on prospective customers/target accounts; provide technical support for product demos as directed.

Maintain contact with laboratory on current technical issues.

Assist with equipment installations and various line or equipment modifications/adjustments.

Conduct technical training seminars at customers' facilities.

Evaluate product complaints and decide best way to resolve problem.

Assist customers in preparing coatings specifications to meet product applications.

Troubleshoot on-line technical problems such as correcting batches and formulation of products.

Advise customers of product line changes and improvements.

Maintain expertise in equipment use and surface preparation.

Shade product batches using intermix system/phoenix system.

Assist customers with product inventory control/re-ordering.

Train customers on product knowledge and application methods.

Evaluate product complaints and decide the best way to resolve the problem.

Assist sales reps by preparing samples, panels, etc. for presentations.

Coordinate technical service issues between SHW facilities and plants, sales reps and product service room.

Maintain customer technical service issues on file for follow-up.

Troubleshoot and resolve customer problems with application equipment.

Document and refer potential sales leads to appropriate sales rep.

Operate all material handling, color matching, tinting, mixing and lab testing equipment as required and in a safe manner.

Other duties as assigned.

Performance Coatings Group - Coil Division Specific Responsibilities and Tasks

Work with customers to optimize application, appearance, color, and other physical properties of Coil and/or Extrusion products on line.

Answer technical questions related to Coil and/or Extrusion applied products including but not limited to PVDF, Polyesters, Acrylics, and PVC.

Participate in on site color audits of standards and equipment in support of Color Science group, when necessary.

Support field building inspections and warranty claim investigations, when necessary.

While primary day to day activities will involve working with coater locations, support customer end users and OEMs, when called upon.

Prepare and publish supporting documents (reports, investigations, presentations), when necessary.

Minimum Requirements:

Must be at least eighteen (18) years of age

Must be legally authorized to work in the country of employment without needing sponsorship for employment work visa status now or in the future

Must have a High School Diploma or GED equivalent

Must have a valid, unrestricted Driver's License

Must have at least five (5) years of Technical Service Representative experience (field or lab)

Must have the ability to pass a color blindness test

Must be willing to travel as required

Preferred Qualifications:

Have an Associates or Trade Degree in Engineering or Field Technician

Have a Bachelor's degree in Science, Engineering or Metallurgical fields

Have experience in one or more of the following areas: Plant Support Lab, Quality Control Lab, R&D Lab, Applications Engineering, Raw Material Technical Service, metal substrate Pre-Treatment or Coatings Application

Sherwin-Williams is proud to be an Affirmative Action, Equal Employment Opportunity, Inclusion and Diversity Supportive Employer. All qualified candidates will receive consideration for employment and will not be discriminated against based on race, color, religion, sex, sexual orientation, gender identify, national origin, protected veteran status, disability, age, pregnancy, genetic information, creed, marital status or any other consideration prohibited by law or by contract.

VEVRAA Federal Contractor requesting priority referral of protected veterans.

Minimum Education Required

High School Diploma or Equivalent

Minimum Experience Required

5 years

Shift

First (Day)

Number of Openings

1

Public Transportation Accessible

Yes

Veterans Encouraged to Apply

No

Physical Required

Yes

Drug Test Required

Yes

Compensation

$81,867.00 - $106,463.00 / Annually

Postal Code

55415

Job Type

Full Time

Place of Work

On-site

Requisition ID

2619402

Job Benefits

Not specified