Technical Service Manager at Sherwin-Williams

The Technical Services Manager (TS-Manager) manages a team of technical service representatives who Interact with customer or SHW facility. TSR may be assigned to a Site, Field Travel or as a Specialized skillset. Traveling in the field to sites along with Sales Reps, Sales Management and TSR to ensure solid product and application support, information; ensures the best technical service possible. As Manager, works as a resource as needed to answer customers' technical or scientific questions regarding specific product or service and operation or maintenance including application and equipment. Converses with TSR team and customers to obtain information, identify problem, and provides technical assistance and solutions. Liaises as necessary between technical, sales, and operations (plants and facilities) especially at the manager level. The TS-Manager ensures TSR team trouble shoots and/or refers complaints of product or service issues to appropriate functions for investigation and resolution. As needed, 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. As TS–Manager, a minimum of 5 years successful technical service experience is required, demonstrates a command of knowledge in division technology, product, application.

CORE RESPONSIBILITIES AND TASKS:

• Analyzes reports of findings and recommends response to complaints, considering nature and complexity of technical issue, requirements, and actions of subordinates to ensure appropriate resolutions.
• Ensures projects are technically complete and in line with customers' requested delivery.
• Studies schedules and estimates time, cost, and labor estimates for services, and/or completion of job assignments.
•  Maintains goals and metrics for Technical Services Department.
• Develops and implements methods and procedures for monitoring work activities, such as preparation of records of expenditures, progress reports, etc., in order to inform management of current status or work activities.
• Develops and implements plans to identify technologies and vendors able to achieve requirements.
• Initiates and implements continuous improvement projects that support multiple teams across all shifts.
•  Leads change through development of people, systems, and processes that ensure improved business performance.
• Interprets company policy to employees and enforces company policy and practices.
• Analyzes department budget to identify budget needs and/or reductions.
• Allocate operating budget's funds.
• Authorize retention of data and preparation of documents for use during governmental or customer inquiries.
• May represent the company in regulatory negotiations, professional conferences, and other matters of strategic interest.
• Recruit, hire, train, staff, evaluate employee performance, and initiate promotions, transfers, and disciplinary action
• Other duties as assigned.

Job duties include contact with other employees and access confidential and proprietary information and/or other items of value, and such access may be supervised or unsupervised. The Company therefore has determined that a review of criminal history is necessary to protect the business and its operations and reputation and is necessary to protect the safety of the Company’s staff, employees, and business relationships.

EDUCATION:

• High School Diploma required
•  Bachelor's Degree preferred

EXPERIENCE:

• Previous experience in supporting Industrial Wood Technical Service Representatives