CORE RESPONSIBILITIES AND TASKS
Rotational Program Summary
The Technical Service Representative Development Program is a structured 18-month long rotation program that will expose future technical service representatives to various aspects of the Performance Coatings Group. The three-part rotation program will provide necessary experiences to build key skills enabling program participants to become successful technical service professionals. See Rotation Assignment Summary documents.
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
2. ADDITIONAL 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
1. FORMAL EDUCATION:
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 or bachelor's degree in science curriculums
2. KNOWLEDGE & EXPERIENCE:
Required: Knowledge of basic math skills, computer knowledge for inputting and data analysis
Preferred: Familiarity with metal, wood, or composite substrates and industrial paint/coatings application.
Diagnostic troubleshooting experience and mechanical inclinations
Previous experience servicing industrial B2B customers
3. OTHER REQUIREMENTS
o 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
o Candidate must be eligible to work in the US on a full-time basis without restrictions or need for visa sponsorship