DescriptionThe Technical Service Representative Development Program is a structured training program that will expose future technical service representatives to various aspects of the Industrial Wood Coatings Division. The program will provide necessary experiences to build key skills enabling program participants to become successful technical service professionals. The placement position following training will be as a Dedicated Tech Representative. Participants should be open to initial relocation to Jeffersonville IN for the program and longterm relocation for postprogram positions.
The program will include the following experiences:
- Build acumen around the SW business segments customers and gotomarket strategy.
- Gain a thorough understanding of SherwinWilliams 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 crossfunctional partnerships with and understand the interaction of Sales Operations & R&D to execute the business strategy.
- Gain a basic understanding of the assigned divisions product offerings and technical applications.
ResponsibilitiesProvides 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.
CustomerServiceandSupport
- Attendcustomerandprospectscallstodelivercustomerserviceandtechnicalsupporttocustomersinterritoryregionetc.
- Workwithinternalgroups/departmentstoensureproductqualityserviceanddeliverymeetorexceedcustomerexpectations.
- Resolvecustomercomplaintsinaccordancewithcompanypoliciesandprocedures.
- 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.
- Conductproducttrialstoensurecustomersknowledgeandunderstanding.
- ActasSubjectMatterExpert(SME)toensurecustomerunderstandsproductsapplicationsandsolutions via product demonstrationspresentationsetc.
- 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.
- Buildandmaintain relationshipswithcustomerstogaintrustandcreatepositiveviewoftheorganization.
- Evaluateandredirectconcernsorissuestoappropriatesourceifunabletoassistcustomer.
MaintainandUtilizeProductKnowledge&Technical Expertise
- Maintain uptodateknowledgeoncurrent andnewproductsincludingapplication technique.
- Implementandsharebestpracticesregardingnewproductsandcustomertraining withteammemberspartneringcloselywiththeR&Dfunction.
- Evaluateandrecommendimprovementstocurrentproductssystemsandprocesses.
- 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
- SupportandcommunicatewithinternalSalesteamsoncurrentandnewcustomerneedsissuesandproducts.
- 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/branchs market share.
- Partner with marketing and sales to identify competitor strengths and weaknesses and SWs competitive advantages.
ManageTimeEffectively
- Developanddocumentstrategiestotroubleshootcustomerissues.
DIMENSIONS:
- Support customer sales base upwards of $28MM
- Support sales territory geography limited to smallmedium size multistate.
- Less complex technical service challenges/environment
- Must be open to relocation for current and future rotation assignments.
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 Companys staff employees and business relationships.
QualificationsRequired:
- 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 bachelors 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 fulltime basis without restrictions or need for visa sponsorship.
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
- Openmindedness willingness to accept change and new ideas.
- Decisionmaking
- Selfmotivation to work independently with supervision.
- Problemsolving 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)
Required Experience:
Intern