Technical Services Representative

The Technical Services Representative - Field (TSR-Field) interacts with the customer or SHW facility by traveling in the field to sites in person in order to provide product and application support and information. This person 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 problems, and provide technical assistance and solutions; liaises between technical, sales, and operations (plants and facilities). The TSR-Field trouble shoots and/or relays 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; resolves complaints about product and application, explains how to use product or service correctly.

This position is also eligible for bonus 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 who work within the state of Washington will accrue paid sick leave at an
  accrual rate of 1 hour per every 40 hours worked
• Employees who work within the city of Seattle, Washington 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
  

Core Responsibilities and Tasks:

• Ensure products being used by customers meet expectations

• Ensure customer quality and service expectations are met.

• Eliminate or reduce customer complaints.

• Help achieve or exceed sales goals.

• Help achieve or exceed profitability goals.

• Help increase gallon growth.

• Communicate competitive information, new products and selling issues to Division Sales Management.

• Communicate extended product knowledge in division Industrial segments.

• Attend coatings seminars that are pertinent to Industrial Coatings sales/marketing.

• Manage product test runs at designated customer facilities.

• Assist sales reps and Account Management (KEY, KAM, SAM, GAM) in calling on prospective customers/target accounts; provide technical support for product demos as directed.

• Maintain contact with laboratory on current technical issues.

• Assist with equipment installations and various line or equipment modifications/adjustments.

• Conduct technical training seminars at customers' facilities.

• Evaluate product complaints and decide best way to resolve problem.

• Assist customers in preparing coatings specifications to meet product applications.

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

• Advise customers of product line changes and improvements.

• Maintain expertise in equipment use and surface preparation.

• Shade product batches using intermix system/phoenix system.

• Assist customers with product inventory control/re-ordering.

• Train customers on product knowledge and application methods.

• Evaluate product complaints and decide the best way to resolve the problem.

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

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

• Maintain customer technical service issues on file for follow-up.

• Troubleshoot and resolve customer problems with application equipment.

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

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

• Other duties as assigned.

Performance Coatings Group - Coil Division Specific Responsibilities and Tasks

• Work with customers to optimize application, appearance, color, and other physical properties of Coil and/or Extrusion products on line.

• Answer technical questions related to Coil and/or Extrusion applied products including but not limited to PVDF, Polyesters, Acrylics, and PVC.

• Participate in on site color audits of standards and equipment in support of Color Science group, when necessary.

• Support field building inspections and warranty claim investigations, when necessary.

• While primary day to day activities will involve working with coater locations, support customer end users and OEMs, when called upon.

• Prepare and publish supporting documents (reports, investigations, presentations), when necessary.