Technical Service Representative

2 weeks ago

Indianapolis, Indiana, United States The Sherwin-Williams Company Full time

Program Overview

The Technical Service Representative Development Program is a comprehensive 12–18-month initiative designed to immerse aspiring technical service representatives in various facets of the Coil Coatings Division. This program aims to equip participants with essential experiences to cultivate key competencies, enabling them to thrive as proficient technical service professionals.

Program Components

  • Develop a deep understanding of the Sherwin-Williams business model, market segments, clientele, and strategic approach.
  • Acquire a solid grasp of the technical service and sales methodologies employed by Sherwin-Williams.
  • Enhance technical service capabilities and aptitude.
  • Formulate plans and diagnostic techniques to effectively identify and address customer requirements.
  • Implement product applications and resolve product-related challenges.
  • Assist the sales team in achieving financial objectives while gaining insights into profit and loss management.
  • Foster cross-functional collaborations and comprehend the interplay between Sales, Marketing, Operations, and R&D to realize business strategies.
  • Gain foundational knowledge of the division's product range and technical applications.

Role Responsibilities

Provide technical assistance to external clients and sales personnel, including troubleshooting, offering fundamental technical guidance, and support regarding product usage and training. Responsibilities may encompass addressing common inquiries, applying basic application technologies, and assisting customers in enhancing operational quality and efficiency.

Customer Engagement and Support

  • Participate in customer and prospect interactions to deliver exceptional service and technical support.
  • Collaborate with internal teams to ensure product quality and service delivery align with customer expectations.
  • Assist in resolving customer complaints in accordance with company protocols.
  • Address basic customer inquiries regarding product lines and general operations.
  • Facilitate product trials to enhance customer knowledge and understanding.
  • Work towards becoming a Subject Matter Expert (SME) to ensure customers are well-informed about products, applications, and solutions through demonstrations and presentations.
  • Act as a basic operational advisor by applying routine quality tools and analytical concepts to enhance product quality and efficiency.
  • Establish and nurture relationships with customers to build trust and foster a positive perception of the organization.
  • Redirect unresolved concerns to the appropriate resources when necessary.

Product Knowledge and Technical Expertise

  • Stay updated on current and new products, including their applications.
  • Share best practices regarding new products and customer training with team members, closely collaborating with the R&D department.
  • Assess and recommend enhancements to existing products, systems, and processes.
  • Provide technical guidance to customers on the utilization of product lines, typically focusing on specific locations and technologies.

Sales Support

  • Communicate with internal sales teams regarding current and emerging customer needs, issues, and products.
  • Act as a liaison with sales by engaging with line personnel to develop a deeper understanding of needs and operations.
  • Assist in account management activities by facilitating orders and nurturing relationships with customer contacts.
  • Collect market intelligence on customers and competitors, estimating customer potential and market share.
  • Collaborate with marketing and sales to identify competitor strengths and weaknesses, as well as Sherwin-Williams' competitive advantages.

Effective Time Management

  • Organize meetings, calls, and visits with external customers.
  • Develop and document strategies for troubleshooting customer issues.

Position Requirements

Formal Education:

  • Required: High School diploma or GED equivalent.
  • Preferred: Trade school qualifications in paint application, military mechanical repair, or an associate's or bachelor's degree in scientific disciplines.

Knowledge & Experience:

  • Required: Basic math skills and computer proficiency for data entry and analysis.
  • Preferred: Familiarity with metal substrates and industrial paint/coatings application, diagnostic troubleshooting experience, and previous service experience with industrial B2B clients.

Other Requirements:

  • Willingness to relocate for assignments and career advancement opportunities.
  • Eligibility to work in the US on a full-time basis without restrictions.

Technical/Skill Requirements & Personal Attributes:

  • Strong written and verbal communication skills.
  • Ability to organize schedules, meetings, and resources effectively.
  • Customer-oriented mindset.
  • Diplomatic approach to interactions.
  • Ability to influence customer decisions.
  • Integrity and honesty in all dealings.
  • Adaptability and flexibility in response to change.
  • Open-mindedness and willingness to embrace new ideas.
  • Strong decision-making capabilities.
  • Self-motivated with the ability to work independently.
  • Logical problem-solving skills.
  • Effective time management and prioritization skills.
  • Positive attitude, especially in challenging situations.
  • Personal accountability for actions and outcomes.

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