Technical Service Representative - Trainee, Industrial Wood Coatings

Sherwin-Williams hiring for Technical Service Representative - Trainee, Industrial Wood Coatings jobs in Waco, TX, US

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:

• Support customer sales base upwards of $2-8MM 
• Support sales territory geography limited to small-medium size multi-state. 
• Less complex technical service challenges/environment 
• Must be open to relocation for current and future rotation assignments. 

Required: 

• High School diploma or GED equivalent

Preferred: 

• Trade school degrees of various kinds including paint application; military mechanical repair and/or refurbishment education; associates of bachelor's degree in science curriculums. 

KNOWLEDGE & EXPERIENCE:

Required: 

• Knowledge of basic math skills, computer knowledge for inputting and data analysis

Preferred:

• Familiarity with metal substrates and industrial paint/coatings application
• Diagnostic troubleshooting experience and mechanical inclinations
• Previous experience servicing industrial B2B customers. 

OTHER REQUIREMENTS

• Candidate must be willing to relocate for assignments and career advancement either as part of the rotation program or for the final third rotation when assigned a territory.
• Candidate must be eligible to work in the US on a full-time basis without restrictions or need for visa sponsorship.                        

PHYSICAL REQUIREMENTS:

Professional company provided or home office environment; however, will be subject to travel and its associated factors and may be subject to moderate levels of dust, odors, fumes, chemicals, oils, extreme temperatures, loud noises, and other environmental factors found in manufacturing environments.

• Must be able to sit, stand, hear, and see on a constant basis.
• Must be able to walk, write, and type on a frequent basis. 
• Must be able to lift and carry up to 5-50 pounds occasionally  
• Must be able to climb and descend stairs. 
• Must be able to bend, carry, reach, push, and pull on an occasional basis.
• Must be able to communicate verbally and in writing. 
• May work indoors and outdoors as needed; exposure to heat up to 100 degrees and cold to 0 degrees. 
• May work in areas where noise level is such that hearing protection is required. 
• May work in areas where toxic, flammable, and hazardous materials are present. 
• May be exposed to varying amounts of dust and dirt. 
• Work surfaces may include concrete. 
• Employee must be able to tolerate non-toxic paint odors and be able to wear a respirator as required. 
• Employee must be able to operate a computer and communicate via telephone. 
• Some travel to other locations, meetings and/or seminars is required.

TECHNICAL/SKILL REQUIREMENTS/PERSONAL ATTRIBUTES

• Effective written and verbal communication with team members and customers 
• Establishing and maintaining organization of schedules, meetings, time sheets, and resources
• Customer orientation 
• Diplomatic attitude 
• Influencing customers 
• Honesty/integrity
• Adaptability/flexibility
• Open-mindedness, willingness to accept change and new ideas. 
• Decision-making
• Self-motivation to work independently with supervision. 
• Problem-solving to address issues or concerns in a logical manner. 
• Time management (prioritizing urgent matters) 
• Maintaining positive attitude, especially in the face of challenges 
• Personal accountability

TRAVEL REQUIREMENTS: (TIME SPENT AWAY FROM HOME OR OTHER TYPICAL OFFICE LOCATION)

• 40%+