About The Role

The program will include the following experiences

Build acumen around the SW business, segments, customers, and go-to-market strategy
Gain a thorough understanding of Sherwin-Williams technical service and sales processes
Build technical service skills and aptitude
Develop plans and diagnostic methods to effectively understand and address customer needs
Execute product application and troubleshoot product issues
Support the sales organization achieve financial goals and gain an understanding of P&L management
Build cross-functional partnerships with and understand the interaction of Sales, Marketing, Operations, & R&D to execute the business strategy
Gain a basic understanding of the assigned division’s product offerings and technical applications

Position Summary

Provides technical services to external customers and sales representatives, including troubleshooting, offering fundamental technical direction and assistance to customers on product(s) use, training, and support. Responsibilities may include responding to common questions and concerns, applying basic application technologies, and providing general assistance to customers on improving operational quality and efficiency.

Demonstrates time management, problem solving, and decision making when providing technical services.

This position at minimum 40% daily travel.

Customer Service and Support

Attend customer and prospects calls to deliver customer service and technical support to customers in territory, region, etc.
Work with internal groups/departments to ensure product quality, service, and delivery meet or exceed customer expectations
Support resolution of customer complaints in accordance with company policies and procedures
Respond to basic questions and concerns from the customer regarding product line(s) and general operations; generally involves task orientated situations, limited problem solving, and direct supervision.
Support product trials to ensure customer's knowledge and understanding
Work to become a Subject Matter Expert (SME) to ensure customer understands products, applications, and solutions via product demonstrations, presentations, etc.
Works to become a basic operational advisor to customers by applying routine quality tools and analytical concepts to assist with improving product quality and efficiency; receives direction or guidance on most issues
Build and maintain relationships with customers to gain trust and create positive view of the organization
Evaluate and redirect concerns or issues to appropriate source if unable to assist customer

Maintain and Utilize Product Knowledge & Technical Expertise

Obtain up-to-date knowledge on current and new products, including application
Implement and share best practices regarding new products and customer training with team members, partnering closely with the R&D function
Evaluate and recommend improvements to current products, systems, and processes
Provides technical direction and assistance to customers on the use of the product line(s); typically includes single locations and technologies, and basic application methods

Provide Sales Support

Support and communicate with internal Sales teams on current and new customer needs, issues, and products
Serves as a liaison with sales by interacting with line personnel, developing a greater understanding of needs and operations, and providing observations and leads to sales; receives direction from other personnel.
Assists with performing account management activities by facilitating new or recurring orders, developing relationships with customer contacts, and facilitating communications with sales personnel.
Assist in collecting market information on customers and competitors, and estimating customer potential and the facility/branch’s market share
Partner with marketing and sales to identify competitor strengths and weaknesses and S-W's competitive advantages

Manage Time Effectively

Schedule meetings, calls, visits, etc. with external customers
Develop and document strategies to troubleshoot customer issues

Minimum Requirements

Must have a High School Diploma or GED Equivalent
Knowledge of basic math skills, computer knowledge for inputting data analysis

Preferred Requirements

Have a trade school degree of various kinds including paint application; military mechanical repair and/or refurbishment education; associates of bachelor's degree in science curriculums
Have a familiarity with metal substrates and industrial paint/coatings application
Have diagnostic troubleshooting experience and mechanical inclinations
Have previous experience servicing industrial business to business (B2B) customers