Lead Technical Service Representative

About the role

Lead Technical Service Representatives at LATICRETE International provide advanced technical assistance to architects, contractors, distributors and internal teams, guiding proper material selection and installation methods for tile and stone systems. The role also mentors junior representatives and collaborates with managers to balance workloads and resolve escalations.

Key responsibilities

• Deliver technical support via phone, chat, and email to a wide range of customers, addressing material selection, installation methods and related inquiries.
• Investigate, document and settle customer complaints in Salesforce, placing product orders or check requests as needed.
• Coordinate technical support requests with sales and field teams, and participate in on‑site visits and job‑site assessments.
• Assist the Technical Service Supervisor in training staff, balancing workloads, and driving process improvements.

Required profile

• Minimum 6 years experience in the construction industry and at least 4 years in technical services or a comparable role.
• Associate degree or equivalent work experience, with demonstrated success solving complex issues and leading cross‑functional projects.
• Strong interpersonal, written and verbal communication skills and ability to travel up to 30 %.

Required skills

• Salesforce (case management and complaint resolution).
• JD Edwards (ERP system).
• Microsoft Office suite – Word, Excel, PowerPoint, Teams, Outlook.
• CAD and BIM content creation for product specifications.
• Basic DevOps collaboration for tool development.

What we offer

• Medical, Dental and Vision insurance.
• 401(k) retirement plan.
• Tuition reimbursement and flexible spending accounts.
• 13 paid holidays plus vacation and sick leave.
• Life, AD&D and supplemental insurance.