Technical Service and Sales Excellence

Duration - 3:3

• View Transcript

  <begin subtitles> 00:00:02:21 00:00:04:14 The one word that I would use to 00:00:04:15 00:00:06:10 describe our tech sales and service 00:00:06:11 00:00:08:08 reps is dedicated 00:00:08:09 00:00:10:20 because they are available 00:00:10:21 00:00:11:20 24/7. 00:00:12:06 00:00:14:00 They're always on call. 00:00:14:01 00:00:16:03 They're very committed to to making 00:00:16:04 00:00:18:04 sure that our customers are running 00:00:18:05 00:00:19:22 smoothly day in and day out. 00:00:19:23 00:00:22:00 Our customers run their operations 00:00:22:01 00:00:23:21 on a 24/7 00:00:23:22 00:00:25:21 basis, and our technical, sales 00:00:25:22 00:00:27:14 and service reps know that they need 00:00:27:15 00:00:29:04 to be available when there's a 00:00:29:05 00:00:30:03 problem. 00:00:30:04 00:00:32:02 They're the most important arm 00:00:32:03 00:00:33:09 of our our commercial team. 00:00:35:07 00:00:36:14 What does it take to be a tech 00:00:36:15 00:00:37:10 service rep? 00:00:37:11 00:00:38:12 Dedication. 00:00:38:13 00:00:39:14 Dedication to the customer. 00:00:39:15 00:00:41:14 Dedication to the company 00:00:41:15 00:00:42:21 that we work for. 00:00:42:22 00:00:44:14 My ultimate responsibility as a tech 00:00:44:15 00:00:46:01 service rep is to make the customer 00:00:46:02 00:00:47:05 happy. Period. 00:00:48:17 00:00:50:04 I would say it's my ultimate 00:00:50:05 00:00:52:00 responsibility as a tech service rep 00:00:52:01 00:00:54:08 to be helpful to 00:00:54:09 00:00:56:08 both the customer and to 00:00:56:09 00:00:58:04 other people in the Sherwin team. 00:00:58:05 00:00:59:19 With customers, that usually looks 00:00:59:20 00:01:02:07 like I'm helping them with problems, 00:01:02:08 00:01:03:20 sometimes working with them with 00:01:03:21 00:01:05:16 daily activities or 00:01:05:17 00:01:06:22 routine maintenance, something like 00:01:06:23 00:01:07:19 that. 00:01:07:20 00:01:09:19 With the Sherwin team that's being 00:01:09:20 00:01:11:11 eyes and ears in the plant, you 00:01:11:12 00:01:13:03 know, presenting opportunities that 00:01:13:04 00:01:15:06 we can work together on. 00:01:15:07 00:01:16:24 The benefit of maintaining and 00:01:17:00 00:01:18:13 building these relationships is so 00:01:18:14 00:01:19:17 that they feel comfortable coming to 00:01:19:18 00:01:22:22 us if they're having an issue, or 00:01:22:23 00:01:24:00 for them to feel comfortable using 00:01:24:01 00:01:25:18 our products and to continue using 00:01:25:19 00:01:26:18 our product. 00:01:27:22 00:01:29:20 My key responsibilities 00:01:29:21 00:01:32:10 are to remain close, remain 00:01:32:11 00:01:34:10 in close contact with all 00:01:34:11 00:01:36:07 of our customers plants 00:01:36:08 00:01:38:04 to understand what's going on, what 00:01:38:05 00:01:39:20 troubles they're having, and then 00:01:39:21 00:01:41:16 being able to communicate that back 00:01:41:17 00:01:43:13 internally to our sales team 00:01:43:14 00:01:45:12 and to our lab so we can find 00:01:45:13 00:01:47:08 a way to resolve those issues. 00:01:47:09 00:01:49:06 My ultimate responsibility as a tech 00:01:49:07 00:01:51:09 rep is to support 00:01:51:10 00:01:53:07 and meet our customer's needs 00:01:53:08 00:01:55:18 at an individual plant level. 00:01:55:19 00:01:57:15 To be a tech service rep. 00:01:57:16 00:01:59:07 You need to be analytical and 00:01:59:08 00:02:01:11 methodical with your problem solving 00:02:01:12 00:02:03:11 skills, just using the process 00:02:03:12 00:02:05:16 of elimination when tackling 00:02:05:17 00:02:07:15 an issue and then 00:02:07:16 00:02:09:09 using data to drive your decisions. 00:02:11:00 00:02:12:21 My ultimate responsibility as a tech 00:02:12:22 00:02:14:11 service rep is to provide industry 00:02:14:12 00:02:16:00 leading customer service through 00:02:16:01 00:02:18:05 proactive and reactive visits. 00:02:18:06 00:02:19:22 I will go in and I will find out 00:02:19:23 00:02:21:06 what complaints they have, or try to 00:02:21:07 00:02:22:09 better understand what problems 00:02:22:10 00:02:23:05 they're having. 00:02:23:06 00:02:24:12 Figure out what they've already done 00:02:24:13 00:02:26:08 to to alleviate these issues. 00:02:26:09 00:02:27:09 And then I'll start working on their 00:02:27:10 00:02:28:07 problems from there through 00:02:28:08 00:02:29:07 investigation. 00:02:30:17 00:02:32:13 We also provide training to new 00:02:32:14 00:02:34:11 employees on the line with 00:02:34:12 00:02:36:02 the coding equipment. 00:02:36:03 00:02:37:18 We're in charge of trialing and 00:02:37:19 00:02:39:17 scaling up our new products inside 00:02:39:18 00:02:41:12 the plant and getting those 00:02:41:13 00:02:42:18 qualified. 00:02:42:19 00:02:44:21 We assist the GTC with 00:02:44:22 00:02:46:15 lab investigations on issues as 00:02:46:16 00:02:48:17 necessary, as well as meet 00:02:48:18 00:02:50:14 with, customers 00:02:50:15 00:02:53:10 on a twice a year basis. 00:02:53:11 00:02:54:23 It's the years of expertise. 00:02:54:24 00:02:56:06 It's the dedication. <end subtitles>

Armed with years of experience and coating line and product knowledge, the dedicated Sherwin-Williams Technical Service and Sales team works tirelessly to assure customer coating lines are running well and supporting customers in all aspects from providing training to assisting with trial setup, from line optimization to reviewing quality control and maintenance best practices. This team does it all for the customer!