LATICRETE International

Supervisor

• Supervise and schedule daily operations of technical service representatives
• Manage technical service representatives, including attendance, scheduling, staff meetings, and performance evaluations
• Analyze technical activities and report trends and needs
• Create new/revised technical data sheets and technical advisories/documents
• Provide technical service to architects, contractors, and distributors regarding materials selection and installation procedures
• Review and prepare technical documents, architectural details, and specifications
• Supervise investigation and settlement of customer service and product complaints
• Coordinate incoming technical service and training requests with sales and field technical representatives
• Follow up on requests from field representatives and distributors for telephone contact with contractors and architects
• Coordinate and participate in job site assistance
• Represent the technical department in management meetings and ISO quality system/management reviews
• Review and approve technical literature and data sheets
• Coordinate technical service NAPs
• Conduct technical service department audits at satellite facilities as required
• Write technical service articles and tips for newsletters and industry publications
• Perform other directly related duties and assume delegated accountabilities

Technical Service Supervisor

Full-stack Engineer

• Provide advanced technical services to architects, contractors, distributors, specifiers, engineers, homeowners, and internal customers through phone calls, website chat, emails, and other channels
• Provide information on proper material selection, installation methods, and supporting information for physical building materials
• Investigate and settle customer complaints through Salesforce within authorized limits
• Place complaint settlement product orders and/or check requests
• Handle cases and inquiries above Technical Services Representative I and II
• Coordinate incoming requests for technical support and training with sales and field Technical Representatives
• Follow up with field representatives and distributors to establish contact between contractors and design teams
• Coordinate and participate in job site visits
• Update and resolve complaints in Salesforce
• Help ensure departmental procedures and internal controls are followed
• Analyze Technical Services activities and report trends and needs
• Train Technical Services Representatives and assist with team workload balancing and customer escalations
• Make recommendations to management and drive process improvements
• Prioritize and allocate work, delegate goals, define responsibilities and performance expectations, and set team priorities
• Support Technical Services training programs
• Create and update technical data sheets, technical advisories, FAQs, online tools, and website content
• Review and approve technical literature, packaging, data sheets, and marketing collateral
• Represent Technical Services in ISO quality system reviews and audits
• Serve as a subject matter expert for Technical Services Representatives I and II
• Manage associations with outside service vendors
• Participate in Technical Services implementation and improvement initiatives
• Work with Marketing to provide specifications, CAD details, and BIM content to third-party vendors
• Help DevOps develop LATICRETE website tools for STRATA_HEAT and custom shower pans and drains

Lead Technical Service Representative

Representative

• Provide technical service to architects, contractors, and distributors to advise on proper material selection for specific applications
• Review architectural blueprints, details, and specifications to advise on proper material selection for specific applications
• Draft specifications and details for architects, engineers, contractors, and distributors
• Prepare technical documents and literature for architects, engineers, contractors, and distributors
• Conduct seminars for architects, distributors, contractors, and other construction professionals
• Investigate and settle customer service and product complaints diplomatically and professionally within authorized limits
• Handle input and requests from sales and field personnel and update the job file system
• Identify and forward leads to the sales department
• Maintain professional conduct
• Perform other duties as directed by the Supervisor

Technical Service Supervisor

Lead Technical Service Representative

Technical Service Representative I