Technical Representative
Position Summary:
The Technical Services Representative provides product education, installation guidance, and field technical support to distributors, store personnel, contractors, installers, and customers. The position supports the proper selection and use of Proflex products through product knowledge sessions, location visits, job-site evaluations, and timely responses to technical inquiries.
Primary Duties and Responsibilities
Product Education and Training:- Plan and conduct product knowledge sessions for store personnel, distributors, contractors, and installers.
- Explain product applications, substrate preparation, installation methods, limitations, and compatibility using current company-approved technical information.
- Review product samples and training materials with store personnel to reinforce their understanding and ability to advise customers.
- Conduct product demonstrations appropriate to the assignment.
- Identify additional training needs and coordinate follow-up instruction.
- Field Technical Support:
- Visit job sites to provide technical guidance concerning product selection, application, and installation.
- Evaluate reported product performance concerns and installation conditions within the representative's training and authority.
- Gather relevant information, including photographs, product identification, installation methods, site conditions, and customer observations.
- Document findings objectively, distinguishing observed facts from reported information and preliminary conclusions.
- Refer matters requiring additional testing, specialized review, or management decisions to the appropriate company personnel.
- Communicate recommendations consistent with current company instructions and approved technical guidance.
- Territory Coverage and Customer Support:
- Plan and complete visits throughout the assigned territory in coordination with management.
- Visit each assigned location at the frequency established by management.
- Coordinate appointments, training sessions, and job-site visits with store personnel, customers, and company representatives.
- Respond promptly to telephone and electronic technical inquiries and follow through on unresolved matters.
- Communicate scheduling changes, coverage needs, and service concerns to the supervisor.
- Documentation and Coordination:
- Maintain accurate records of location visits, training sessions, technical inquiries, field evaluations, and follow-up actions.
- Submit activity reports and upcoming schedules within established company deadlines.
- Keep management informed of recurring product questions, installation concerns, customer feedback, and training opportunities.
- Coordinate with sales, operations, and other appropriate personnel to support customer needs.
- Maintain current knowledge of assigned products, technical data sheets, safety data sheets, installation instructions, and applicable warranty terms.
- Safety and Professional Standards:
- Follow company safety procedures and applicable job-site requirements, including use of required personal protective equipment.
- Operate vehicles safely and comply with company driving requirements.
- Communicate professionally and work cooperatively with customers, store personnel, coworkers, and management.
- Provide advice within assigned authority. Refer warranty determinations, financial commitments, and exceptions to published product requirements to authorized management.
- Perform other related duties consistent with the position, as assigned.
Qualifications and Skills:
Relevant experience in flooring installation, construction products, technical support, or a related field.
Working knowledge of flooring systems, substrate preparation, installation practices, and troubleshooting.
Ability to understand and explain technical product information.
Effective presentation, customer service, written communication, and problem-solving skills.
Ability to organize territory travel, manage appointments, and complete timely documentation.
Proficiency with email, telephone, electronic reporting tools, and basic office software.
Valid driver's license and compliance with company driving requirements when operating a vehicle for business.
Travel and Work Environment:
The position requires regular travel to assigned locations and customer job sites. Depending on the assignment, travel may involve extended periods of driving and sitting, with opportunities for breaks coordinated around the work schedule. Work takes place in stores, offices, training areas, warehouses, and active job sites. Conditions may include uneven walking surfaces, construction noise, dust, and varying temperatures. Exposure depends on the location and assigned activity.
