SUMMARY: The Technical Service Representative is responsible for technical support of customers and sales personnel in a region including the proper, effective and efficient performance of Transtar products and implementation of standard operating procedures within auto body shops.
The Tech Rep monitors product use, systems and processes, troubleshoots, initiates problem solving resolution, and communicates with all levels in both the Transtar and customer organizations. The position provides customers, sales personnel and end users with product information, technical support, and training. Ensures company policy, procedures and commitments are maintained in the field with positive results.
The Tech Rep is considered a “product and process expert” for the company and is able to provide solutions to complex issues to support customers and sales. The goal of this position is to improve customer satisfaction and to improve shop efficiency and yield rates through superior technical support and problem solving.
ESSENTIAL DUTIES AND RESPONSIBILITIES:
Technical Field Support: Visit local shops; Provide consultation, trouble shoot, employ root-cause analysis; Resolve shop/product problems; Provide on-site, in person, technical service & council on TAT products; Consult on selection & proper use of Transtar product. Record daily activities, including problems, opportunities and open issues.
Technical Phone Support: Manage tech support phone line; Respond to customer inquiries on the telephone or e-mail; Administer Transtar Technical Hot Line; Resolve issues over phone, by email or text. Log all calls, record opportunities for improvement, open issues, problems and follow up in a timely manner. Use SOP’s when possible
Shop Complaints / Claims: Assist with quickly, correctly resolving user issues; Close open job tickets; Assist with product investigation where necessary; Complete, maintain & process pertinent paperwork & records involving product complaints & other advisory functions; Administer customer complaints and warranty issues. Follow up with customers regularly to move customer satisfaction.
No Mix Basecoat Tech Support & Installations: Support NM paint line sales growth through color matching, color documentation (formulations); Schedule & complete system installations & training at shops / distributors; Conduct shop audit & submit analysis; Provide software support for No Mix PLUS; Support car cutting program. Follow up with every No Mix customer to determine customer satisfaction after installation at 2, 6 and 12 weeks to increase sales per No Mix installs.
Product Testing & Evaluation: Conduct field testing on specified products; Document & report findings on testing & field trials; Communicate with R&D / Marketing; Assist with follow up research testing.
Sales Support: Support RM and Territory Managers in the field; Conduct field presentations, demos; Conduct field training with TAT customers (shops, jobbers) & sales personnel (STARS, sales meetings); Work collaboratively with TAT management to develop training curriculums as requested.
Special Projects: Assume responsibility for special projects as assigned.
Learning & Development: Expand technical knowledge and trouble shooting ability. Attend regular training in Brighton; Actively participate in & contribute to personal & team learning & development. Field Training & Discovery: Develop a "personal plan" for informal learning in the field; Use, spray & test TAT & competitive products; Actively participate in & contribute to personal learning & development.
EDUCATION: Minimum 2-year technical degree and at least 5 years of experience in a professional body shop and three years of experience in a body shop as a painter.
CERTIFICATES, LICENSES, REGISTRATIONS
Current driver license
I-CAR certification - preferred, not required)
Certification by a major color coat manufacturer in application of refinish coatings - preferred, not required
Experience: Minimum 3-5 years’ experience in a body shop including body shop and refinish.
Excellent working knowledge of collision shop equipment, process and procedure
Excellent working knowledge of PBE products including repair, refinish and detail
Proficient in explaining technical paint and body processes
Ability to recommend solutions on PBE user issues.
Interpersonal Skills & Customer Service
Excellent customer service skills
Excellent interpersonal skills and conflict management
Ability to establish strong customer relationships
Ability to work professionally with customers, colleagues and be a team player
Ability to deal with challenging personalities, resolve conflicts and create win-win outcomes
Ability to influence and lead indirect reports (e.g. field sales personnel)
Ability to investigate and analyze issues using forensic paint and body thinking.
Ability to conduct root cause analysis
A wide degree of creativity and latitude is expected.
Relies on experience and judgment to plan and accomplish goals.
Strong verbal communications skills
Ability to read, write and comprehend instructions, correspondence, and memos in English
Ability to read and interpret documents such as safety rules, schematics, operation and maintenance manuals.
Ability to communicate and provide instructions in Spanish using proper PBE /industry technical terms preferred
Must be proficient in Microsoft Office including Outlook, Word, Excel and Power Point
Should be proficient with paint mixing room software and equipment (scales, etc.).
Process & Procedure
Ability to follow Transtar process and policy to achieve complete customer satisfaction.
Ability to follow tech service call procedure, meet call metrics and close out tickets.
Excellent organizational skills, attention to detail and follow through skills.
Ability to work in a fast paced environment with changing schedules
Employees will be required to wear appropriate respirator, attend training and pass evaluation (PFT) for respirator use.
Safety and Health – able to maintain highest level of personal safety standards at all times.
Possess reliable transportation
Willing to travel - up to 75% travel domestic and international
SUPERVISORY RESPONSIBILITIES AND REPORTING: This position has no direct supervisory responsibilities.
In the absence of a department supervisor, this position reports to the Director of Training and Technical Services.
LANGUAGE SKILLS: Ability to read, analyze, and interpret common technical and scientific journals. Ability to respond to common inquiries or complaints from customers or regulatory agencies. Ability to effectively present information to technical and non-technical personnel including - shop owners, painters, body men, jobber personnel, Transtar sales personnel, management and other staff.
Ability to speak, read, and write in Spanish (U.S position) or French (Canadian position) is required in some geographic areas.
MATHEMATICAL SKILLS: Ability to work with mathematical concepts such as apply concepts such as fractions, percentages, ratios, and proportions to practical situations.
REASONING ABILITY: Ability to apply principles of logical or scientific thinking to a wide range of intellectual and practical problems. Ability to define problems, collect data, establish facts, and draw valid conclusions. Ability to interpret an extensive variety of technical instructions in mathematical or diagram form and deal with several abstract and concrete variables.
OTHER QUALIFICATIONS: To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Individual must be aware of the relevance and importance of their activities and how they contribute to the achievement of the quality objectives.
PHYSICAL DEMANDS: The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
While performing the duties of this job, the employee is regularly required to stand; walk; sit; use hands to finger, handle, or feel; reach with hands and arms; stoop, kneel, crouch, or crawl; talk or hear; and taste or smell. The employee frequently is required to climb or balance. The employee must occasionally lift and/or move up to 50 pounds. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception, and ability to adjust focus.
WORK ENVIRONMENT: The work environment characteristics described here are representative of those an employee in a body shop. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
While performing the duties of this job, the employee may be exposed to moving mechanical parts, fumes or airborne particles, and toxic or caustic chemicals. The employee is occasionally exposed to wet and/or humid conditions and outside weather conditions. The noise level in the work environment is usually moderate.
Transtar Autobody Technologies, Inc. is a coatings manufacturing company in the automotive refinish business. Our headquarters is located in Brighton, Michigan. We have a national sales force and are currently looking to fill several positions throughout the United States and Canada.