Technical Service Representative II

About the role

LATICRETE International is seeking a Technical Service Representative II to provide expert technical assistance to architects, contractors, distributors, engineers, homeowners and internal teams. You will act as the primary point of contact for product selection, installation guidance, and issue resolution.

Key responsibilities

• Deliver technical support via phone, website chat, and email, addressing 80% of customer interactions.
• Investigate and settle customer complaints using Salesforce, placing settlement orders as needed.
• Coordinate technical support and training requests with sales and field representatives.
• Facilitate communication between contractors, design teams, and distributors.
• Participate in on‑site job visits and update complaint records in Salesforce.
• Assist the Technical Service Supervisor with procedural compliance and activity analysis.

Required profile

• Strong customer‑service orientation with professional communication skills.
• Ability to work diplomatically with internal and external stakeholders.
• Detail‑oriented and capable of following departmental procedures.

Required skills

• Proficiency with Salesforce for case management.

What we offer

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