What are the responsibilities and job description for the Technical Services Manager position at Sherwin-Williams?
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.
Here, we believe there’s not one path to success, we believe in careers that grow with you. Whoever you are or wherever you come from in the world, there’s a place for you at Sherwin-Williams. We provide you with the opportunity to explore your curiosity and drive us forward. Sherwin-Williams values the unique talents and abilities from all backgrounds and characteristics. All qualified individuals are encouraged to apply, including individuals with disabilities and Protected Veterans. We’ll give you the space to share your strengths and we want you show us what you can do. You can innovate, grow and discover in a place where you can thrive and Let Your Colors Show!
At Sherwin-Williams, part of our mission is to help our employees and their families live healthier, save smarter and feel better. This starts with a wide range of world-class benefits designed for you. From retirement to health care, from total well-being to your daily commute—it matters to us. A general description of benefits offered can be found at http://www.myswbenefits.com/. Click on “Candidates” to view benefit offerings that you may be eligible for if you are hired as a Sherwin-Williams employee.
Compensation decisions are dependent on the facts and circumstances of each position, which will impact where actual compensation may fall within the stated wage range. The wage range listed for this role takes into account the wide range of non-discriminatory factors considered in making compensation decisions including geographic location; skill sets; experience and training; licensure and certifications; and other business and organizational needs.
The wage range, other compensation, and benefits information listed is accurate as of the date of this posting. The Company reserves the right to modify this information at any time, with or without notice, subject to applicable law.
Qualified applicants with arrest or conviction records will be considered for employment in accordance with applicable federal, state, and local laws including with the Los Angeles County Fair Chance Ordinance for Employers and the California Fair Chance Act where applicable.
Sherwin-Williams is proud to be an Equal Employment Opportunity/Affirmative Action employer committed to an inclusive and diverse workplace. All qualified candidates will receive consideration for employment and will not be discriminated against based on race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, disability, age, pregnancy, genetic information, creed, marital status or any other consideration prohibited by law or by contract.
As a VEVRAA Federal Contractor, Sherwin-Williams requests state and local employment services delivery systems to provide priority referral of Protected Veterans.
Please be aware, Sherwin-Williams recruiting team members will never request a candidate to provide a payment, ask for financial information, or sensitive personal information like national identification numbers, date of birth, or bank account numbers during the application process.
- 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
