Senior Technical Service Representative

The Senior Technical Service Representative is a key member of the Technical Advice Center team responsible for providing technical expertise, problem resolution, and customer support that strengthens the overall selling effort and customer experience.

This role serves as a technical resource for internal and external customers, helping resolve product concerns, identify trends, support investigations, and deliver solutions that improve customer success and business performance.

This position is a hybrid role located in Cranberry Twp, PA.

Key Responsibilities

• Provide technical support to internal and external customers, including field sales teams, Pittsburgh Paints Stores, dealer personnel, plants, and distribution centers
• Serve as a “Problem Manager” by coordinating complaint investigations and follow-up efforts across cross-functional teams including Sales, Supply Chain, Production, R&D, and Product Management
• Investigate, analyze, and report product issues, trends, and customer concerns in a thorough and professional manner
• Lead Root Cause Analysis investigations for product trends, issues, and recalls
• Support quarantine and recall management processes
• Partner with Marketing, Customer Service, and R&D teams on product evaluations, testing, potential issues, and field trials
• Provide technical expertise that supports customer retention, sales growth, and product success
• Analyze data and develop reporting insights to identify opportunities and improve business outcomes
• Travel occasionally to plants, distribution centers, R&D trainings, and job sites (less than 10%)

Qualifications

• Bachelor’s degree required or significant paint-related work experience in lieu of a degree
• 5+ years of experience in a technical, analytical, customer support, or related role
• Strong communication skills with professional telephone etiquette
• Ability to analyze complex information and provide timely resolutions
• Strong organizational skills with attention to detail and ability to manage multiple priorities
• Ability to work independently and collaboratively in a self-managed team environment
• Proficiency with Microsoft Office Suite, including Outlook, Word, Excel, and PowerPoint
• Experience with PowerBI or other advanced reporting tools

Preferred Qualifications

• Experience with data analytics, critical thinking, visualization, and presentation skills
• SAP or other ERP system experience
• Broad knowledge of coatings, including residential, commercial, and high-performance systems
• Project Management training
• Six Sigma certification
• NACE, SSPC, or MPI certification
• Previous experience in technical service, retail sales, customer service, telesales, painting, or construction industries

Success Factors

The ideal candidate demonstrates:

• Ability to resolve complex issues and drive effective solutions
• Strong communication skills with the ability to influence and collaborate across teams
• Commitment to continuous learning and development
• Ability to manage complexity and prioritize competing demands
• Strong business knowledge and technical expertise
• Ability to influence decisions through data, insights, and expertise
• Ownership mindset with a focus on accountability and long-term business success
• Ability to build trust, support teamwork, and deliver results

Applicants must be authorized to work in the U.S. without employment-based visa sponsorship (now or in the future). This includes H-1B, L-1, TN, O-1, E-3, H-1B1, F-1, J-1, OPT, CPT or any other employment-based visas).