Technical Services Representative

The Technical Services Representative – Field (TSR‑Field) travels to customer sites and provides product and application support and information. This person ensures the best technical service possible, answers customers’ technical or scientific questions regarding product or service operation or maintenance, obtains information, identifies problems, and provides technical assistance and solutions. She or he liaises between technical, sales, and operations (plants and facilities). The TSR‑Field troubleshoots or relays complaints of product or service issues to appropriate functions, records customer service needs with other departments, and resolves complaints about product and application, explaining correct usage of the product or service.

Travel & Background Requirements
This position will have a 50%+ travel requirement.

Job duties involve contact with customers, which may include minors, and access to cash, payment methods, electronic equipment, personal information, store merchandise, and other items of value. A review of criminal history is deemed necessary to protect the business, its stakeholders, and the general public.

Compensation & Benefits
This position is eligible for performance‑based bonus and for health benefits, including medical, dental, vision, flexible spending accounts (FSAs), disability coverage, security, retirement, and saving benefits. Additional benefits include generous time off, personal leave, paid parental leave, medical leave, vacation, and holidays.

0–10 paid holidays throughout the year, including one floating holiday.

3–13 paid vacation days in the year of hire, prorated based on hire date, with a minimum of three front‑loaded paid “flex” days that can be used for unplanned absences such as sick days.

Paid sick leave accrual of 1 hour per every 40 hours worked for employees in Washington State.

Paid sick leave accrual of 1 hour per every 30 hours worked for employees in Seattle, Washington.

Four workweeks of paid military leave for employees absent due to uniformed service.

Five days of paid bereavement leave following an immediate family member’s death, and three days following the death of any other family member.

After one year of employment, two weeks of paid parental leave following a birth, adoption, or foster child placement.

Core Responsibilities and Tasks

Ensure products 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 pertinent to Industrial Coatings sales/marketing.

Manage product test runs at designated customer facilities.

Assist sales reps and account managers in calling on prospective customers/target accounts; provide technical support for product demos.

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 the best way to resolve the problem.

Assist customers in preparing coatings specifications to meet product applications.

Troubleshoot online technical problems such as correcting batches and product formulation.

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.

Assist sales reps by preparing samples, panels, etc. for presentations.

Coordinate technical service issues between SHW facilities, plants, sales reps, and product service room.

Maintain customer technical service issues on file for follow‑up.

Troubleshoot and resolve customer problems with application equipment.

Document and refer potential sales leads to appropriate sales rep.

Operate material handling, color matching, tinting, mixing, and lab testing equipment safely.

Other duties as assigned.

Coil Division Specific Responsibilities

Work with customers to optimize application, appearance, color, and other physical properties of Coil and/or Extrusion products on line.

Answer technical questions related to Coil and/or Extrusion applied products, including PVDF, Polyesters, Acrylics, and PVC.

Participate in on‑site color audits of standards and equipment in support of the Color Science group when necessary.

Support field building inspections and warranty claim investigations when necessary.

While primary day‑to‑day activities involve coater locations, also support customer end users and OEMs when called upon.

Prepare and publish supporting documents (reports, investigations, presentations) when necessary.

Minimum Requirements

Must be at least eighteen (18) years of age.

Must be legally authorized to work in the country without needing sponsorship for employment work visa status now or in the future.

Must have a High School Diploma or GED equivalent.

Must have a valid, unrestricted Driver's License.

Must have at least five (5) years of Technical Service Representative experience (field or lab).

Must have the ability to pass a color blindness test.

Must be willing to travel as required.

Preferred Qualifications

Associate or Trade Degree in Engineering or Field Technician.

Bachelor's degree in Science, Engineering, or Metallurgical fields.

Experience in one or more of the following areas: Plant Support Lab, Quality Control Lab, R&D Lab, Applications Engineering, Raw Material Technical Service, metal substrate pre‑treatment, or Coatings Application.

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