The Technical Services Representative - Field (TSR-Field) Interacts with customer or SHW facility traveling in the field to sites in person to provide product and application support, information; ensures the best technical service possible. Answers customers' technical or scientific questions regarding product or service and operation or maintenance including application and equipment. Converses with customers to obtain information, identify problem, and provides technical assistance and solutions. Liaises between technical, sales, and operations (plants and facilities). The TSR-Field trouble shoots and/or refers complaints of product or service issues to appropriate functions for investigation and resolution. Coordinates customers' service needs with other departments as required to ensure customer centric focus. Resolve complaints about product and application, explains how to use product or service correctly.

CORE RESPONSIBILITIES AND TASKS:

• Ensure products being used by customers meet expectations
• Ensure customer quality and service expectations are met.
• Eliminate or reduce customer complaints.
• Help achieve or exceed sales goals.
• Help achieve or exceed profitability 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 that are pertinent to Industrial Coatings sales/marketing.
• Manage product test runs at designated customer facilities.
• Assist sales reps and Account Management (KEY, KAM, SAM, GAM) in calling on prospective customers/target accounts; provide technical support for product demos as directed.
• 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 best way to resolve 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.
• Other duties as assigned.

POSITION REQUIREMENTS

FORMAL EDUCATION:

Required:

• High School diploma

Preferred

• College Degree

KNOWLEDGE & EXPERIENCE:

Required:

• Industrial coating experience

Preferred:

• Powder, liquid and ecoat technologies
• Chemistry knowledge
• Pretreatment experience
• Bi-lingual Spanish

PHYSICAL REQUIREMENTS:

• Must be able to sit, stand, hear, and see on a constant basis.
• Must be able to walk, write, and type on a frequent basis.
• Must be able to lift and carry up to 50 pounds.
• Must be able to climb and descend stairs.
• Must be able to bend, carry, reach, push, and pull on an occasional basis.
• Must be able to communicate verbally and in writing.
• May work indoors and outdoors as needed. Exposure to heat up to 120 degrees and cold to 0 degrees.
• May work in areas where noise level is such that hearing protection is required.
• May work in areas where toxic, flammable, and hazardous materials are present.
• May be exposed to varying amounts of dust and dirt.
• Work surfaces may include concrete.
• Employee must be able to tolerate non-toxic paint odors and be able to wear a respirator as required.
• Employee must be able to operate a computer and communicate via telephone.
• Some travel to other locations, meetings and/or seminars is required.

TECHNICAL/SKILL REQUIREMENTS:

Required:

• MS Office and general computer skills

TRAVEL REQUIREMENTS: (TIME SPENT AWAY FROM HOME OR OTHER TYPICAL OFFICE LOCATION)

• 50%