Technical Support Specialist

2 weeks ago

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

Program Overview

The Technical Service Representative Development Initiative is a comprehensive program designed to last between 12 to 18 months, aimed at preparing future technical service representatives by immersing them in various facets of the Coil Coatings Division. This initiative is structured to provide essential experiences that cultivate critical skills, enabling participants to thrive as proficient technical service professionals.

The program encompasses the following key experiences:

  • Develop a deep understanding of the Sherwin-Williams business model, market segments, clientele, and strategic approach.
  • Acquire a comprehensive grasp of the technical service and sales methodologies employed by Sherwin-Williams.
  • Enhance technical service capabilities and competencies.
  • Formulate plans and diagnostic strategies to effectively comprehend and address client 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 execute business strategies.
  • Attain a foundational understanding of the product offerings and technical applications within the assigned division.

Role Summary

This position involves delivering technical services to external clients and sales representatives, which includes troubleshooting, providing essential technical guidance, and assisting customers with product usage, training, and support. Responsibilities may involve addressing common inquiries and concerns, applying basic application technologies, and offering general assistance to enhance operational quality and efficiency.

The role requires effective time management, problem-solving, and decision-making skills while delivering technical services.

Customer Service and Support Responsibilities

  • Participate in customer and prospect interactions to provide exemplary service and technical support within designated territories.
  • Collaborate with internal departments to ensure product quality, service, and delivery exceed customer expectations.
  • Aid in resolving customer complaints in alignment with company policies and procedures.
  • Address basic inquiries and concerns from customers regarding product lines and general operations; typically involves task-oriented situations with limited problem-solving under direct supervision.
  • Facilitate product trials to enhance customer knowledge and understanding.
  • Strive to become a Subject Matter Expert (SME) to ensure customers are well-informed about products, applications, and solutions through demonstrations and presentations.
  • Work towards becoming a basic operational advisor to clients by utilizing routine quality tools and analytical concepts to improve product quality and efficiency; receives guidance on most issues.
  • Cultivate and maintain relationships with customers to build trust and foster a positive perception of the organization.
  • Assess and redirect concerns or issues to the appropriate source if unable to assist the customer.

Product Knowledge and Technical Expertise

  • Stay informed about 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 function.
  • Evaluate and propose enhancements to existing products, systems, and processes.
  • Provide technical guidance and assistance to customers regarding the use of product lines; typically involves single locations and basic application methods.

Sales Support Responsibilities

  • Communicate and collaborate with internal Sales teams regarding current and emerging customer needs, issues, and products.
  • Act as a liaison with sales by engaging with line personnel, developing a deeper understanding of needs and operations, and providing insights and leads to sales; receives direction from other personnel.
  • Assist in account management activities by facilitating new or recurring orders, building relationships with customer contacts, and enhancing communication with sales personnel.
  • Help gather market intelligence on customers and competitors, estimating customer potential and the facility/branch's 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 to troubleshoot customer issues.

POSITION REQUIREMENTS

Formal Education:

  • Required: High School diploma or GED equivalent.
  • Preferred: Trade school degrees in various fields, including paint application; military mechanical repair and/or refurbishment education; associate or bachelor degree in science-related disciplines.

Knowledge & Experience:

  • Required: Basic math skills and computer proficiency for data input and analysis.
  • Preferred: Familiarity with metal substrates and industrial paint/coatings application, diagnostic troubleshooting experience, and mechanical aptitude; prior experience servicing industrial B2B customers.

Other Requirements

  • Candidates must be willing to relocate for assignments and career advancement as part of the rotation program or for the final rotation when assigned a territory.
  • Candidates 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

  • Strong written and verbal communication skills with team members and customers.
  • Ability to organize schedules, meetings, time sheets, and resources effectively.
  • Customer-oriented mindset.
  • Diplomatic approach.
  • Ability to influence customers positively.
  • Integrity and honesty.
  • Adaptability and flexibility.
  • Open-mindedness and willingness to embrace change and new ideas.
  • Sound decision-making abilities.
  • Self-motivated to work independently with minimal supervision.
  • Strong problem-solving skills to address issues logically.
  • Effective time management, prioritizing urgent matters.
  • Maintaining a positive attitude, especially in challenging situations.
  • Personal accountability.

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