Classification:

Job Description:

Overview:

This position requires an individual with experience in supervision of a technical support environment in the construction products industry.

Essential Job Functions & Responsibilities:

• Supervise and schedule daily operations of technical service representatives.
• Management of technical service representatives (attendance, scheduling, staff meetings, performance evaluations).
• Analysis of technical activities, report trends and needs.
• Create new/revised technical data sheets (TDS’s) and technical advisories/documents.
• Provide technical Service to architects, contractors and distributors, to advise on proper materials selection and installation procedures for specific applications.
• Review and preparation of technical documents; architectural details and specifications to advise on proper materials selection for specific applications.
• Supervise the investigation and settlement of customer service and product complaints diplomatically and professionally within authorized limits.
• Coordinate incoming requests for technical service and training with sales and field technical representatives.
• Follow up requests from field representatives and distributors for telephone contact with contractors and architects.
• Coordinate and participate in job site assistance.
• Represent technical department in management meetings and ISO quality system /management reviews.
• Review/approval of technical literature and data sheets.
• Coordinate technical service NAP’s.
• Conduct technical service department audits at satellite facilities, as required.
• Writing of technical service articles and tips in monthly newsletter and industry articles as required.

Nonessential Job Functions:

• Performs other directly related appropriate duties and assumes accountabilities as apparent or as delegated, including mutually agreed upon objectives.

Job Specifications/Skills:

• Minimum 7 years experience in construction industry.
• Minimum of 3 years in technical support of a building material or product.
• Supervisory and management skills
• Excellent interpersonal, written and verbal communication skills.
• Knowledge of architecture and construction methods.
• Detailed knowledge of LATICRETE product line, applications, construction practice and materials.
• Fluency in 2nd language preferred.
• Physical strength to lift and carry up to 50 pounds frequently.
• Computer skills: Intermediate knowledge of Microsoft Office (Word, Excel, PowerPoint) and Outlook.  Intermediate knowledge of and functional proficiency in ERP and CRM systems; Oracle EnterpriseOne and CRM OnDemand preferred.
• Team cooperation - maintain positive, cooperative attitude with all employees of LATICRETE and all customers.

Minimum Educational Requirements:

• Associates Degree or equivalent work experience.

Travel:

• 25%