Technical Services Manager

The Technical Services Manager (TS-Manager) manages a team of technical service representatives who Interact with customer or SHW facility. TSR may be assigned to a Site, Field Travel or as a Specialized skillset. Traveling in the field to sites along with Sales Reps, Sales Management and TSR to ensure solid product and application support, information; ensures the best technical service possible. As Manager, works as a resource as needed to answer customers' technical or scientific questions regarding specific product or service and operation or maintenance including application and equipment. Converses with TSR team and customers to obtain information, identify problem, and provides technical assistance and solutions. Liaises as necessary between technical, sales, and operations (plants and facilities) especially at the manager level. The TS-Manager ensures TSR team trouble shoots and/or refers complaints of product or service issues to appropriate functions for investigation and resolution. As needed, 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 TS-Manager, a minimum of 5 years successful technical service experience is required, demonstrates a command of knowledge in division technology, product, application.

• Analyzes reports of findings and recommends response to complaints, considering nature and complexity of technical issue, requirements, and actions of subordinates to ensure appropriate resolutions.
• Ensures projects are technically complete and in line with customers' requested delivery.
• Studies schedules and estimates time, cost, and labor estimates for services, and/or completion of job assignments.
• Maintains goals and metrics for Technical Services Department.
• Develops and implements methods and procedures for monitoring work activities, such as preparation of records of expenditures, progress reports, etc., in order to inform management of current status or work activities.
• Develops and implements plans to identify technologies and vendors able to achieve requirements.
• Initiates and implements continuous improvement projects that support multiple teams across all shifts.
• Leads change through development of people, systems, and processes that ensure improved business performance.
• Interprets company policy to employees and enforces company policy and practices.
• Analyzes department budget to identify budget needs and/or reductions.
• Allocate operating budget's funds.
• Authorize retention of data and preparation of documents for use during governmental or customer inquiries.
• May represent the company in regulatory negotiations, professional conferences, and other matters of strategic interest.
• Recruit, hire, train, staff, evaluate employee performance, and initiate promotions, transfers, and disciplinary action
• Other duties as assigned.

PCG - Protective and Marine Division Specific Responsibilities and Tasks (IDENTIFY UP TO 6 -8 CORE RESPONSIBILITIES WITH ASSOCIATED JOB TASKS for Division)

• The Managers of Technical Service will be responsible for the development and implementation of strategies to increase sales and market share through differentiation of technical services provided to customers.
• Development and implementation of a strategy to allow for optimization of human capital.
• Serve as a leader in the management and performance of the technical activities of Field Technical Service Representatives located throughout North America and provide technical expertise in asset protection and corrosion control solutions to high level customers.
• Participate as a key member of the business management team in defining technical activities, providing leadership and input for major business decisions impacting customers.
• Demonstrate the ability to build, direct and manage a talented technical base of employees setting high standards of performance, coaching, training and developing employees.
• Participate in coating industry events such as AMPP, AWWA and ICRI as needed.
• Prepare and conduct presentations to industry groups or customers on new technologies to enhance and support Sherwin-Williams reputation in the Protective & Marine industry.
• Execute technical training on product performance to internal and external customers.
• Help accelerate adoption and growth of new products by working with the Product Managers.
• Ensure P&M Division customer complaints are effectively addressed and take necessary actions for corrective and preventative action. Oversee interpretation of complaints and communicate them to the Vice President of Sales, Director of Technical Service, Director of Sales as well as attorneys, field sales teams, internal staff and customers.
• Direct the development of new processes and institute modifications/recommendations in application systems to improve productivity and performance to include consistent site reporting using Salesforce/Microsoft Dynamics
• Identify and document throughput and cost saving with our applicators that can be provided to the selling team.
• Provide monthly summaries on the business environment, initiatives, and competition (4 Panels).
• Provide technical expertise to Research & Development Labs and Sales & Marketing functions.
• Work with our Vendor partners in helping development of application equipment used to apply our coatings.
• Develop and present training for the selling organization with regards to technical and application topics.
• Provide Weekly Tech Tips to the sales representatives.

FORMAL EDUCATION:

Required:

• High School Diploma

Preferred:

• Bachelors Degree

KNOWLEDGE & EXPERIENCE:

Required:

• 5 Years Technical Service Representative experience
• 5 Years of "meeting expectations" or better performance appraisals
• 6-8 Years of experience in the industrial coatings industry
• Strong demonstration of knowledge in of Protective and Marine Coatings as well as industrial surface preparation, application equipment and inspection equipment
• Ability to troubleshoot and repair customers spray equipment
• Strong written and verbal communication skills and ability to write detail reports
• Travel up to 75%

Preferred:

• 8-10 years of experience in the industrial coatings industry
• 3 plus years of managing field-based team of professionals in US and Canada
• NACE or SSPC Certified
• Experience working as an industrial coating applicator
• Experience utilizing various testing equipment and interrupting data
• Experience in failure analysis

Protective and Marine Division TRAVEL REQUIREMENTS: (TIME SPENT AWAY FROM HOME OR OTHER TYPICAL OFFICE LOCATION)

• 50% or more