Lead Technical Service Representative - LATICRETE International

Classification:

Job Description:

Are you looking for a new challenge? Passionate about innovation? Want to work for a global company that values integrity, teamwork, and loyalty?

At LATICRETE International , we aim to be the leading construction brand trusted globally for high-performance tile and stone installation systems and building finishing solutions. We’ve been in business for over 65 years, family-owned for three generations, and can be found in over 100 countries. The Hartford Business Journal even named us one of Connecticut’s top family-owned companies in 2017!

We don't just make innovative, industry-leading products. Our purpose is to improve the built world and the lives of those who build it. We strive to connect with, engage with and improve the lives of our employees, our customers, our partners, and the global communities in which we operate.

We are seeking passionate and ambitious employees who want to make a difference not just within our organization, but within their communities, our industry, and the world. If that sounds like you, then what are you waiting for? Join the family and expand your horizons!

Just some of our benefits:

Medical

Dental

Vision

401k

Tuition reimbursement

13 paid holidays in addition to paid vacation and sick time

Flexible spending

Life Insurance, AD&D and Supplemental Insurance

POSITION SUMMARY

The Lead Technical Services Representative provides advanced technical services to both internal and external customers through phone calls, website chats, emails, etc and works to provide information on proper material selection, installation methods and supporting information. Additionally, the Lead Technical Service Representative helps train Technical Service Representatives and works with the Technical Service Managers/Supervisor to provide workload balances across the team and guidance on customer escalation. This position regularly interfaces with management and cross functionally to provide recommendations to drive improvements.

ESSENTIAL DUTIES AND RESPONSIBILITIES

Additional duties and responsibilities may be assigned, as necessary.

1. Customer Interactions (70%)

• Provide technical services to architects, contractors, distributors, specifiers, engineers, homeowners, and internal customers through phone calls, website chat feature, emails, etc. to provide information on proper material selection, installation methods and supporting information.
• Work on the investigation and settlement of customer complaints as assigned through SalesForce diplomatically and in a professional manner within authorized limits. Place complaint settlement product orders and/or check