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    Senior Technical Service Representative - Klang, Malaysia, Selangor - Sherwin-Williams

    Sherwin-Williams
    Sherwin-Williams Klang, Malaysia, Selangor

    3 days ago

    Default job background
    Full time
    Description
    Job Description

    OVERVIEW:

    The Sr. Technical Services Representative - Field (Sr, TSR-Field) Interacts with customer or SHW facility traveling in the field to sites in person to provide product and application support, information; ensures the best technical service possible. Answers customers' technical or scientific questions regarding UV product or service and operation or maintenance including application and equipment. Converses with customers to obtain information, identify problem, and provides technical assistance and solutions. Liaises between technical, sales, and operations (plants and facilities). The Sr. TSR-Field trouble shoots and/or refers complaints of UV product or service issues to appropriate functions for investigation and resolution. 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 Sr. TSR â Field, a minimum of 5 years successful technical service experience is required, they will often assist with onboarding and training new technical service representatives.

    Responsibilities

    • Ensure products being 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 that are pertinent to Industrial Coatings sales/marketing.
    • Manage product test runs at designated customer facilities.
    • Assist sales reps and Account Management (KEY, KAM, SAM, GAM) in calling on prospective customers/target accounts; provide technical support for product demos as directed.
    • Maintain contact with laboratory on current technical issues.
    • Assist with equipment installations and various line or equipment modifications/adjustments.
    • Conduct technical training seminars at customersâ facilities.
    • Evaluate product complaints and decide best way to resolve problem.
    • Assist customers in preparing coatings specifications to meet product applications.
    • Troubleshoot on-line technical problems such as correcting batches and formulation of products.
    • 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.
    • Evaluate product complaints and decide the best way to resolve the problem.
    • Assist sales reps by preparing samples, panels, etc. for presentations.
    • Coordinate technical service issues between SHW facilities and plants, sales reps and product service room.
    • Maintain customer technical service issues on file for follow-up.
    • Troubleshoot and resolve customer problems with spray equipment.
    • Document and refer potential sales leads to appropriate sales rep.
    • Operate all material handling, color matching, tinting, mixing and lab testing equipment as required and in a safe manner.
    • Other duties as assigned.

    Qualifications

    EDUCATION BACKGROUND REQUIREMENTS:

    • Required ï1⁄4 Bachelor degree or above
    • Preferred ï1⁄4 Degree in science or engineer major chemistry.

    KNOWLEDGE & EXPERIENCE:

    Required:

    • 5 Years Technical Service Representative experience
    • 5 Years of âmeeting expectationsâ or better performance appraisals
    • UV Experience

    Travel requirement - 50%

    About Us

    Here, we believe thereâs not one path to success, we believe in careers that grow with you. Whoever you are or wherever you come from in the world, thereâs a place for you at Sherwin-Williams. We provide you with the opportunity to explore your curiosity and drive us forward. Weâll give you the space to share your strengths and we want you to show us what you can do. You can innovate, grow and discover in a place where you can thrive
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