Transition Technical Services Representative

The Transition Technical Services Representative part of the Transition Services team serves as a key liaison between customers SHW Facilities and the Industrial Wood functional groups. This role provides leadership throughout product transitions offering application support and overseeing the full project management lifecycle to ensure successful transition closure and sustained operations with regional teams. The representative addresses customers technical and scientific inquiries related to products services applications and equipment maintenance. They engage with customers to gather information diagnose issues and deliver effective technical solutions. Acting as a bridge between technical sales and operational teamsincluding plants and facilitiesthey coordinate service needs across departments to maintain a customer-centric approach. Additionally they resolve product and application-related complaints provide guidance on proper usage and stay informed on technical processes business operations and industry trends.

• Customer Engagement & Support

  • Ensure customer expectations for product equipment and service are consistently met.
  • Maintain a high degree of professionalism and customer service orientation.
  • Train customers on product knowledge application and equipment use.
  • Assist with product setup and implementation at customer sites.
  • Support customer line surveys and maintain accurate records of demonstrations and surveys.
  • Resolve product and application-related complaints and proactively implement process improvements.

• Technical Services & Application Support

  • Execute product test runs and troubleshoot quality issues at customer facilities.
  • Operate material handling color matching tinting mixing and lab testing equipment safely.
  • Shade product batches or utilize local blending facilities to adjust products as needed.
  • Assist in color verification and field color formulations.
  • Maintain expertise in surface preparation and equipment usage.
  • Familiarize with all products procedures and application techniques.

• Project & Transition Management

  • Lead customer conversion to SHW coatings following the project management lifecycle.
  • Collaborate with regional teams to post work instructions and SOPs after transition completion.
  • Carry out core tasks with a focus on creating value propositions where applicable.
  • Coordinate technical service issues between SHW facilities plants sales reps and product service rooms.

• Cross-Functional Collaboration

  • Work with Technical Services Sales R&D and other functions to plan and execute transition work.
  • Communicate effectively to ensure alignment with key stakeholders.
  • Interface with cross-functional teams on incoming color QC production color quality and new color development to reduce customer complaints.
  • Maintain contact with laboratories to stay updated on technical issues.

• Continuous Improvement & Strategic Initiatives

  • Recommend optimal products or services to support value-based selling.
  • Implement procedures that help customers avoid issues or improve their processes.
  • Participate in corporate initiatives and projects aimed at enhancing the Technical Services organization.
  • Perform other duties as assigned.

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.

FORMAL EDUCATION:

Required:

• High School or GED Equivalent

Preferred:

• Associate or Trade Degree
• Bachelors Degree

KNOWLEDGE & EXPERIENCE:

Required:

• 2-5 years of related experience
• 1 years of meeting expectations or better performance appraisals

Preferred:

• Prior experience in one or more of the following areas: Blender R&D Lab Regional tech rep finish specialist finish line manager or other related experience

• TECHNICAL/SKILL REQUIREMENTS:

Required:

• Must be able to tint paint therefore must be able to distinguish one or more chromatic colors.
• Must be able to pass a respirator fit test
• Must be able to use a laptop (or tablet) and demonstrate proficiency in common Microsoft applications such as MS Office Programs (Word Excel PowerPoint) Outlook Teams etc.
• Must be able to use a phone
• Must have valid drivers license and ability to drive company vehicle as part of duties if provided with one

• Must have demonstrated knowledge of and proficiency in Salesforce

Preferred:

• Project Management training
• Lean Six Sigma training (Yellow Belt Green Belt etc.)

TRAVEL REQUIREMENTS: %

• 70%