Technical Service Rep- Development Program

1 month ago

Minneapolis, United States The Sherwin-Williams Company Full time

Rotational Program Summary

The Technical Service Representative Development Program is a structured 12-18-month program that will expose future technical service representatives to various aspects of the Coil Coatings Division. The program will provide necessary experiences to build key skills enabling program participants to become successful technical service professionals.

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, Marketing, Operations, & R&D to execute the business strategy
  • Gain a basic understanding of the assigned division's product offerings and technical applications

Position Summary

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 prospect 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
  • Support resolution of 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.
  • Support product trials to ensure customer's knowledge and understanding
  • Work to become a Subject Matter Expert (SME) to ensure the customer understands products, applications, and solutions via product demonstrations, presentations, etc.
  • Works to become 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 a positive view of the organization
  • Evaluate and redirect concerns or issues to the appropriate source if unable to assist the customer

Maintain and Utilize Product Knowledge & Technical Expertise

  • Obtain up-to-date knowledge on current and new products, including application
  • 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

POSITION REQUIREMENTS

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 of bachelor degree in science curriculums

KNOWLEDGE & EXPERIENCE:

Required:

  • Knowledge of basic math skills, computer knowledge for inputting and data analysis

Preferred:

  • Familiarity with metal substrates and industrial paint/coatings application
  • Diagnostic troubleshooting experience and mechanical inclinations
  • Previous experience servicing industrial B2B customers

OTHER REQUIREMENTS

  • 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
  • Candidate must be eligible to work in the US on a full-time basis without restrictions or need for visa sponsorship

TECHNICAL/SKILL REQUIREMENTS/PERSONAL ATTRIBUTES

  • Effective written and verbal communication with team members and customers
  • Establishing and maintaining the organization of schedules, meetings, time sheets, and resources
  • Customer orientation
  • Diplomatic attitude
  • Influencing customers
  • Honesty/integrity
  • Adaptability/flexibility
  • Open-mindedness, willingness to accept change and new ideas
  • Decision-making
  • Self-motivation to work independently with supervision
  • Problem-solving to address issues or concerns in a logical manner
  • Time management (prioritizing urgent matters)
  • Maintaining a positive attitude, especially in the face of challenges
  • Personal accountability

Sherwin-Williams is proud to be an Affirmative Action, Equal Employment Opportunity, Inclusion and Diversity Supportive Employer. All qualified candidates will receive consideration for employment and will not be discriminated against based on race, color, religion, sex, sexual orientation, gender identify, national origin, protected veteran status, disability, age, pregnancy, genetic information, creed, marital status or any other consideration prohibited by law or by contract.

VEVRAA Federal Contractor requesting priority referral of protected veterans.

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