Technical Service Representative

The Technical Services Representative - Field (TSR-Field) 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-Field 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.

Additional Information

Travel is 40%

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 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.

PCG - 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 (e.g., OPT, CPT, H1B, EB-1,etc.)
• Must have High School or GED equivalent
• Must be able to pass color blindness test
• Must be able to use a laptop (or tablet) and competent in common applications such as Office Programs (Word, Excel, PowerPoint), Outlook, etc.
• Must have valid drivers license and ability to drive company vehicle as part of duties

Preferred Qualifications:

• Have a Associate or Trade degree in Engineering or Field Technician areas
• Have a Bachelor degree in Science, Engineering or Metallurgical fields
• Have five (5) Years Technical Service Representative experience (or equivalent relevant experience)
• Have five (5) Years of "meeting expectations" or better performance appraisals
• 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