Technical Services Representative - Eugene, OR

The Technical Services Representative (TSR) interacts with customer or Sherwin-Williams (SHW) facility traveling in the field to sites in person to provide product and application support, information; ensures the best technical service possible; answers customers' technical or scientific questions regarding product or service and operation or maintenance including application and equipment; converses with customers to obtain information, identify problem, and provides technical assistance and solutions; liaises between technical, sales, and operations (plants and facilities).

The TSR trouble shoots and/or refers complaints of product or service issues to appropriate functions for investigation and resolution; coordinates customers' service needs with other departments as required to ensure customer centric focus; resolve complaints about product and application, explains how to use product or service correctly; is familiar with technical processes, business processes and current trends in the industry.

Additional Details:

• This position requires up to 50% travel.
• 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 Company’s staff, employees, and business relationships.
• This position is eligible for bonus commissions long-term incentive compensation awards based on performance and subject to the terms of the Company’s applicable plans.
• This position is eligible for health benefits, such as medical, dental and vision coverage, Flexible Spending Accounts (FSAs), disability coverage, security, retirement and saving benefits. Additional benefits include a generous time away from work package, including personal leave, paid parental leave, medical leave, vacation, and holidays.
• Full-time regular employees not covered by a collective bargaining agreement are eligible for:
  0-10 paid holidays throughout the calendar year, including 1 floating holiday
• In the year of hire, 3-13 paid vacation days, prorated based on hire date, including a minimum of 3 frontloaded paid “flex” days which can be used for unplanned absences, such as sick days.
• Non-exempt employees will accrue paid sick leave at an accrual rate of 1 hour per every 40 hours worked
• Employees will accrue paid sick leave at a rate of 1 hour per every 30 hours worked
• 4 workweeks (on a 12-month rolling calendar period) of paid Military leave for employees who are absent from work due to service in the uniformed services
• 5 days of paid Bereavement Leave following the death of an immediate family member and 3 days of paid Bereavement Leave following the death of any other family member
• After one year of employment, two weeks of Paid Parental Leave following the birth, adoption, or placement of a foster child

Minimum Requirements:

• Must be at least eighteen (18) years of age
• Must be legally authorized to work in the country of employment without needing sponsorship for employment work visa status now or in the future
• Must have a high school diploma or equivalent
• Must have at least one (1) year coatings experience
• Must have at least one (1) year of “meeting expectations” or better performance appraisals (INTERNAL ONLY)
• Must have at least one (1) year experience in Office Programs (Word, Excel, PowerPoint, Outlook, etc.)
• Must have at least one (1) year experience in Salesforce
• Must be able to travel as required by the position
• Must be able to pass a vision test
• Must be able to pass a respirator fit test
• Must be able to use a laptop or tablet
• Must be able to use a phone
• Must have valid driver’s license and ability to drive company vehicle as part of duties if provided with one

Preferred Qualifications:

• Have an Associate’s or Trade Degree or higher

• Have prior experience in one or more of the following areas: Blender, Application Engineering, R&D Lab, Manufacturing Team, Facility or Branch Management, Sales, Collision repair, Refinish Technician, System Operator, Line Manager

• Ensure customer product, equipment and service expectations are met

• Carries out all core tasks with a focus on creating value proposition when able/applicable

• Help achieve or exceed sales goals.

• Help achieve or exceed profitability goals.

• Help increase gallon growth.

• Work with Tech Services team & other functions (e.g., Sales, R&D, etc.) to proactively eliminate or reduce customer complaints.

• Be available to interact with and support customers, such as taking customer calls when there is an issue or participating in annual customer account plans

• Position interfaces with cross functions related to incoming color QC, oversee color quality in production and new color developments which leads to elimination or reduction in customer complaints.

• Position is responsible for training customers on use of color matching equipment and development of colors.

• Recommend optimal product or service to customer to drive value selling of product and services

• Perform customer line audits and line surveys

• Maintain and upload accurate records of all demonstrations and line surveys

• Maintain customer technical service issues on file for follow-up via Field Service Reports (FSRs) & SFDC logged entries.

• Assist sales reps by preparing samples, panels, etc. for presentations.

• Operate all material handling, color matching, tinting, mixing and lab testing equipment as required and in a safe manner.

• Shade product batches or leverage local blending facilities to adjust product as needed.

• Assist customers with set-up and implementation of products.

• Evaluate product complaints and decide the best way to resolve the problem, including escalating to others/other teams as needed.

• Familiarize self with all products & procedures, including product preparation & application

• Maintain expertise in equipment use and surface preparation.

• Execute product test runs at designated customer facilities.

• Assist in color verification and field color formulations

• Troubleshoot product quality issues that may occur and implement solutions

• Troubleshoot on-line technical problems such as correcting batches and formulation of products.

• Train customers on product knowledge.

• Conduct technical training seminars at customers’ facilities.

• Advise customers of product line changes and improvements.

• Document and refer potential sales leads to appropriate sales rep.

• Provide technical support for product demos as directed.

• Assist sales reps and Account Management (KEY, KAM, SAM, GAM) in calling on prospective customers/target accounts

• Maintain contact with laboratory on current technical issues.

• Coordinate technical service issues between SHW facilities and plants, sales reps and product service room.

• Implements procedures that will help the customer in avoiding issues or allow them to improve their process

• If needed, assist customers with product inventory control/re-ordering.

• Participate in Corporate initiatives and projects aimed at improving the Technical Services organization as needed

• Maintains a high degree of professionalism and customer service orientation when interacting with customers

• Other duties as assigned.