Lead Technical Service Representative

LATICRETE International

. Provide advanced technical services to architects, contractors, distributors, specifiers, engineers, homeowners, and internal customers through phone calls, website chat, emails, and other channels .

Posted 9/24/2026full-timeRemote • United StatesSenior💰 $75,000 - $85,000 per yearWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in Technical Services within the construction industry, with a strong focus on LATICRETE product lines, architecture, and construction methods. Proven ability to lead teams, solve complex issues, and communicate effectively across various channels.

Highest-signal resume keywords

Technical Services LeadershipSalesforce ProficiencyLATICRETE Product KnowledgeConstruction Methods ExpertiseCross-Functional Team Collaboration

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Technical ServicesProblem SolvingMaterial SelectionInstallation MethodsData AnalysisTechnical DocumentationProcess ImprovementProject ManagementISO Quality SystemBIM Content Development

Soft Skills

Interpersonal CommunicationWritten CommunicationVerbal CommunicationTeam LeadershipCustomer Service

Tools & Technologies

SalesforceJD EdwardsMicrosoft OfficeCAD SoftwareWebsite Tools

Certifications & Qualifications

Associates Degree or Equivalent Work Experience

Industry Keywords

Construction IndustryTechnical ServicesBuilding MaterialsArchitectural KnowledgeCustomer Support

About the role

Key responsibilities & impact

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

Requirements

What you’ll need

Minimum of 6 yrs. experience in construction industry
Minimum of 4 yrs. of experience in Technical Services or comparable industry experience
Experience with Salesforce and JD Edwards preferred
Strong knowledge of architecture and construction methods
Expert knowledge of LATICRETE product lines, applications, construction practices and materials
Associates degree or equivalent work experience
Demonstrated success solving complex issues
Demonstrated success participating on cross functional project teams
Leadership skills
Strong interpersonal, written, and verbal communications skills
Intermediate knowledge of Microsoft Office (Word, Excel, PowerPoint, Teams, etc.…) and Outlook
Fluency in second language, preferred
Physical ability to lift and carry 50 lbs. (22.7 kg) repeatedly
Must be able to push/pull 50 lbs.
Must be able to stand 20% of the day or more
Must be able to sit for 80% of the day or more
Must be able to twist/bend 25% of the day
Squatting, climbing and/or crawling: 10% of the day
Must be able to travel up to 30%

Benefits

Comp & perks

Medical
Dental
Vision
401k
Tuition reimbursement
13 paid holidays in addition to paid vacation and sick time
Flexible spending
Life Insurance, AD&D and Supplemental Insurance