Technical Service Representative I

Reports to the Director of Technical Services

Job Summary 

The Technical Service Representative I will provide product training and support to our Technical Service Department across North America.  They will work on assigned projects including down-channel training to drive new business, hands-on demonstration training, training content creation, jobsite visits, competitor benchmarking, new product development with field trials.  The Technical Service Representative I will assist the Technical Service team with customer complaint resolution testing and validations and assist with customer calls and inquires.  This position will have no direct reports at this time.  Up to 50% travel within the USA, primarily around NE US.

Essential Duties & Responsibilities with % Breakdown:

Training and Technical Support – 70%
Responsible for technical support for our C&C customers.
Down-channel contractor training to drive new business.
Respond to customers in need of jobsite visits and training.
Responsible for organization and execution of hands-on demonstrations of Bostik products
Collaborate with R&D on testing of field samples and new product development application needs.
Benchmarking:  hands-on evaluation work of Bostik products versus competition
Preparation of samples for laboratory testing (if needed)
Use team-oriented problem solving to help identify and solve product issues
Maintain Bostik Academy (training facility) in New Jersey in a safe and orderly manner
Practice and enforce safe work habits in accordance with OSHA and EPA guidelines and Bostik specific Employee Health and Safety (EHS) expectations
 
Technical Writing / Complaint Resolution – 20%
Organizes and analyzes data to explain conclusions and outcomes internally.
Technical writing – letters and reports
Complaint resolution through Salesforce.com in conjunction with Sales
 

Technical Phone Support – 10%
Technical phone support as needed
 

Minimum Qualifications and Education Required

5-10 years in construction

Education and area of focus

Minimum HS diploma and Post HS technical school strongly preferred /Bachelor degree preferred

Competencies -Knowledge Skills & Abilities

Experience in the flooring/construction field
Strong writing and computer skills
Accuracy and attention to detail
Proficient with computer software applications (Microsoft Word, Excel, Powerpoint, etc.)
Excellent communication both verbally and in writing in order to effectively communicate project results to collaborative team
Experience in construction trades preferred
 

Physical Demands/Working Conditions

Must be able to remain in a stationary position up to 50% of the time
Moves equipment weighing up to 57 pounds
Positions self to install, demo and test product

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