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Technical Service Representative

2 months ago

Toronto, Ontario, Canada The Sherwin-Williams Company Full time
Job Summary

The Technical Service Representative plays a critical role in ensuring customer satisfaction and driving business growth for The Sherwin-Williams Company. As a key member of our team, you will be responsible for providing exceptional technical support to customers, ensuring that their product and application needs are met.

Key Responsibilities
  • Provide technical assistance and solutions to customers, addressing their product and application-related queries.
  • Converse with customers to obtain information, identify problems, and provide tailored solutions.
  • Liaise between technical, sales, and operations teams to ensure seamless customer service.
  • Troubleshoot and resolve customer complaints regarding product or service issues.
  • Coordinate customer service needs with other departments to ensure a customer-centric focus.
  • Resolve complaints about product and application, explaining how to use products or services correctly.
  • Stay up-to-date with technical processes, business processes, and industry trends.
Core Responsibilities and Tasks
  • Ensure products meet customer expectations.
  • Ensure customer quality and service expectations are met.
  • Eliminate or reduce customer complaints.
  • Help achieve or exceed sales 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 relevant to Industrial Coatings sales/marketing.
  • Manage product test runs at designated customer facilities.
  • Assist sales reps and Account Management in calling on prospective customers/target accounts.
  • 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 the best way to resolve the 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 spray 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.
Requirements
  • High School or GED Equivalent (Required)
  • Associate or Trade Degree (Preferred)
  • Bachelor's Degree (Preferred)
  • 1-2 years of related experience (Required)
  • 1+ years of 'meeting expectations' or better performance appraisals (Required)
  • Bilingual French and English (Required)
  • 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 (Preferred)
Technical/Skill Requirements
  • Must be able to pass a color blindness test
  • Must be able to pass a respirator fit test
  • Must be able to use a laptop (or tablet) and demonstrate proficiency in common applications such as Office Programs (Word, Excel, PowerPoint), Outlook, 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