Technical Support Partner

3 weeks ago

Grapevine, United States Versatile Building Products Full time
Job DescriptionJob Description

Job Title: Technical Support Partner

Department: Technical

Reports To: National Sales Manager

FLSA Status: Exempt

Pay Type: Salary plus Commission

Summary

The primary function of the TSP is to represent the Company as an expert in technical installation in the 2 component floor coatings and cabinet industry. Using interpersonal and communication skills to cultivate strong relationships, provide product education and ensure proper product knowledge support for customers and internal partners to boost sales and contribute to Versatile High-Performance Coatings (VHPC) long-term business growth. The TSP is an essential point of customer contact and partner education for the company.

Core Competencies

  • Technical Capacity with 2-Component Flooring and Cabinetry
  • Ability to write technical specifications, TDS and Install Guides
  • Communication Proficiency
  • Customer Focus
  • Learning Orientation
  • Personal Effectiveness/Credibility
  • Excellent Interpersonal and Communication Skills
  • Positive Attitude
  • Ability to multi-task
  • Ability to Build and Maintain Trust
  • Attention to detail

Essential Duties And Responsibilities

Training and support:

  • Maintain 100% answer rate for tech calls received
  • Create and provide monthly webinars for ongoing development to Franchise System and VHPC customers.
  • Responsible for coordinating and conducting training programs for internal customer service and sales team to educate them on the products and where to be used
  • Provide Onboarding Training, ongoing technical development and business development to Franchise system

Quality Control:

  • Be candid with customers when they make a mistake to have them learn from it
  • Provide contractors with system/product recommendations based on specific environments
  • Troubleshoot and diagnose coating applications and provide solutions using VHPC products
  • Advise customers of other VHPC products that may be better suited for their applications and skill set

Marketing and Brand Management:

  • Help customers grow their business through the relationship, trust building, and prompt service
  • Assist Marketing with Product/system information upon request
  • Support marketing with content for technical videos that show how to appropriately use our products efficiently to earn money or when troubleshooting technical problems related to installation issues
  • Write monthly technical blogs for VHPC

Regulatory Compliance and Documentation:

  • Create and Modify Technical Data Information
  • Create Installation Guides
  • Create submittal documents and specifications for specifiers
  • Provide internal product training to CSR/Sales teams
  • Generate and maintain Best Practice documents for ongoing development Franchise System
  • Review and track Franchise warranty claims
  • Keeping accurate customer notes in company systems

Stakeholder Communication:

  • Work closely with company Chemist on product development regarding testing, application and customer feedback
  • Provide product/system for website updates
  • Create and provide bi- weekly tech communications to Franchise System

Innovation and Adaptation:

  • Plan and conduct technical visits on behalf of company, to technical groups at various customers, potential customers, and other organizations
  • Gather information from customers and contribute to the development of products that meet customer needs

Supervisory Responsibilities

This position has no supervisory responsibilities.

Supervision Received

This position reports to the National Sales Manager.

People Contact

Ability to work with other employees, customers, and vendors.

Qualifications

Computer proficiency is required

Must be able to work with Microsoft Excel, Word, PowerPoint, Premier, Acrobat, and Outlook

Excellent communication and presentation skills

Have an expert understanding of two component floor coatings, cabinets, installation, and general business knowledge of the coatings industry

Must be able to work independently and as part of a team

Education And Experience

Required:

High School Diploma, associate’s degree or higher preferred but not required

7-10 years of experience in two component floor coating, cabinets and installation

Preferred experience:

Four- year degree at a university or 5 years’ experience working in an office environment with business-to-business sales

Previous experience working with cloud ERP

Certificates, Licenses, Registrations

Required: Valid Driver’s License

Language Skills

Must be able to communicate effectively both in writing and verbally in English to interact with clients and other employees.

Ability to read and write reports.

Mathematical Skills

Must be able to formulate and comprehend business math calculations. Excellent basic arithmetic skills

Reasoning Ability

Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists.

Ability to interpret a variety of instructions furnished in written, oral, diagram or schedule form.

Travel

Some travel is required to visit the Company’s other locations and attend tradeshows.

Physical Demands

The physical requirements consist of walking, turning the head and torso, stooping, kneeling, reaching, grasping, bending, and flexing the arms, legs, wrists, hands, and fingers. The senses of being able to see, hear, and have full power of speech are required. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception and ability to adjust focus.

Work Environment

This position will be working primarily indoors in a climate-controlled office environment. Also required to go to the indoor non-climate-controlled warehouse environment such as noise, dust, odors and fumes, chemicals and adhesives.

May be required to go outside for the purpose of viewing product with a customer, which may be hot, cold, wet, and dirty. This is a position that is visible to the public, therefore professional appearance and conduct is required. The noise level in the work environment is usually moderate.

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