Lead Technical Service Representative

About the role

As a Lead Technical Service Representative you will deliver advanced technical support to architects, contractors, distributors, engineers, homeowners and internal teams. You will guide customers on material selection and installation methods while ensuring high‑quality service and resolving complex issues.

Key responsibilities

• Provide technical assistance via phone, chat, and email, covering material selection and installation best practices.
• Investigate and settle customer complaints through Salesforce, placing product orders or check requests as needed.
• Handle escalated cases above the level of Technical Service Representatives I and II.
• Train and mentor Technical Service Representatives, supporting their development.
• Coordinate technical support and training requests with sales and field representatives.
• Collaborate with Technical Service Managers to balance workloads and improve processes.

Required profile

• Passionate about innovation and delivering exceptional customer service.
• Strong communication skills and ability to work cross‑functionally.
• Proactive problem‑solver comfortable handling escalations.
• Team‑oriented mindset with a drive to improve processes.

Required skills

• Salesforce

What we offer

• Medical, dental, and vision coverage
• 401(k) retirement plan
• Tuition reimbursement
• 13 paid holidays plus vacation and sick leave
• Flexible spending accounts
• Life insurance, AD&D, and supplemental insurance