Senior, Technical Services Project Specialist

Overview

Lead CX project coordination and technical services for commercial flooring initiatives

Key Responsibilities

• technical support
• process optimization
• project coordination
• complaint resolution
• documentation review
• team leadership

Tasks

-Provide technical services to architects, contractors, distributors, specifiers, engineers, homeowners, and internal customers through phone calls, website chat feature, emails, etc. to provide information on proper material selection, installation methods and supporting information. -Help Technical Service Manager ensure departmental procedures and adequate internal controls are followed through the department. -Project coordination and support for various corporate, departmental and Customer Experience continuous improvement initiatives. Projects to be executed in an agile method, working in iterations until complete. -Represent CX in management meetings and ISO quality system reviews and audits as well as ISO quality system management audits. -Maintain strong interface with other departments and make recommendations to management concerning staff and help drive process improvements. -Build Team Culture: Consistently hold employees accountable for upholding the organization’s values. Proactively supervise unhealthy conflict among employees and take steps to prevent escalation. Foster an open environment where employees feel able to provide constructive feedback and suggestions for improvement. Assist in building employee culture and maintain LATICRETE values and traditions throughout the company in conjunction with HR guidance within IDP (Individual Development Plan). -Assist Manager, Technical Services Special Projects in ensuring performance goals and tasks are met with a constant eye on improvement. -Optimize existing processes and support future projects with CX resources. -Assist with 3rd Party Architectural Sites Technical content, tasks, and lead distribution for North America and Canada. Working closely with Sales and Marketing. -Collaboration partner between CX, marketing/sales, customers and other departments when needed, and continuously works on identifying new ideas with an outside-in perspective. -Follow up on requests from field representatives and distributors to establish contact between contractors and design teams. -Assist Manager with analysis of Technical Services activities and report trends and needs, as necessary. -Resolve complaints quickly and in a mutually beneficial manner. -Represent CX at industry functions/trade shows (as directed) -Review and preparation of technical documents, architectural details and specifications. -Present at internal and external industry events, trainings, AIA’s, job meetings, etc. -Coordinate and participate in job site visits. -Identify strategic opportunities and Lead integration efforts of new project ideas. -Work on the investigation and settlement of customer complaints as assigned through Customer Relationship Management system (CRM) diplomatically and in a professional manner within authorized limits. Place complaint settlement product orders and/or check requests. -Handle cases and inquiries above the Technical Services Representative/Specialist levels. -Create and update technical data sheets and technical advisories. -Review and approve technical literature, packaging, data sheets, and Marketing collateral. -Coordinate incoming requests for technical support with sales and field Technical Representatives. -Write and/or review technical articles and tips for newsletters and other industry publications. -Communicate and Motivate: Communicate regular business updates. Convey information in a clear and timely manner. Listen carefully to the views and opinions of peers and colleagues. -Update complaints in CRM as new information is obtained. -Support our organization in creating and optimizing technology/web-based offerings and custom specification driven documents with a customer-based agenda. -Team cooperation – maintain a positive cooperative attitude with all employees at LATICRETE and all customers (internal and external). -Prioritize and allocate work: Allocate manageable goals to employees to support company priorities and drive results. Clearly define to team-members project responsibilities and performance expectations for long- and short-term project plans. Set clear priorities for team and individuals, including appropriate allocation of resources (time, money, and people). -Handle interactions, including requests for information and issues, with supplier of vendor-provided materials (as directed). -Facilitate internal analysis projects, to be used for continuous improvement. Aimed at streamlining internal operations to leaner methods and improving the bottom line. -Support manufacturer and other externally driven outreach/partnership projects. Specification assistance, Architectural Details, External Support, etc. -Continue education on industry knowledge, trends, and architectural aspects of the construction industry as they relate to our products and services. -Participate in the investigation and settlement of customer service and product complaints diplomatically and professionally within authorized limits.

Requirements

• salesforce
• 8+ years
• associate degree
• project management
• procore
• revit

What You Bring

-Physical ability to lift and carry 40 lbs. (18.14 kg) repeatedly. -Experience with Salesforce/CRM solutions -Minimum of 8 yrs. experience in construction/design industry or related. -Proven track record of coordinating and managing commercial flooring projects. -Able to deal with people who are difficult and/or distressed in a variety of situations. -Advanced knowledge of interpreting bid documents and the construction bidding processes. Specifications, RFI’s, Blueprints, CAD/BIM documents, Change Orders, Submittals, AIA Billing etc. -Squatting, climbing and/or crawling: 5% of the day -Strong Project Management skills. -Demonstrate ability to resolve or assist in the resolution of complex installation and customer problems in a clear, professional, concise manner under any condition. -Sitting: Must be able to sit for 50% of the day or more. -Associate’s degree or equivalent work experience. -Ability to show understanding, tact, empathy, and concern under all conditions while developing long-term relationships. -Ability to multi-task while maintaining accuracy and quality. -Strong attention to detail. -Stand: Must be able to stand 50% of the day or more. -Twisting/Bending: Must be able to twist/bend 20% of the day. -Knowledge of architecture, engineering, general contracting, design as they pertain to commercial construction projects planning, bidding, submittal, execution, close out, and life cycle phases. (Commercial Flooring, Tile, and Substrate Prep projects a plus) -Push/pull: Must be able to push/pull 40 lbs. -Exceptional interpersonal, written, and verbal communications skills. -Advanced knowledge of commercial construction culture, product lines, applications, practices and materials. -Experience with Commercial Construction Bid and Management Software (DODGE, ConstructConnect, Procore, etc.) -Computer skills: Knowledge of Microsoft Office (Word, Excel, PowerPoint, Teams, etc.) Outlook, CRM, ERP. (Knowledge of CAD/Auto Desk, Revit, BIM, Bluebeam a plus) -Ability to listen intently and interpret information provided. -Minimum of 8 yrs. Commercial Flooring Coordination or Commercial Construction Project Management experience. -Ability to understand and interpret written & verbal instructions, rules, guidelines, and feedback and appropriately apply what is learned to specific situations. -Ability to prioritize tasks based on business needs.

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Benefits

-1 week paid plant shutdown between the Christmas and New Year's Day holidays -13 paid holidays in addition to paid vacation and sick time -Tuition reimbursement -Flexible spending -Life Insurance, AD&D and Supplemental Insurance

About Laticrete International

-A three-generation, family-owned business that expanded into 100+ countries through bold export strategies. -Products range from tile & stone mortars to decorative resinous floors and concrete restoration systems. -Typical projects include high-end tile installations, waterproofing, floor leveling, and masonry builds. -Specialisms span buildings and infrastructure, with durable solutions contributing to LEED-certified sites. -Innovation roots evident in early latex additives and ongoing R&D at ISO 9001-certified facilities. -Standout fact: their SUPERCAP® system redefines underlayment with industry-leading warranties.

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