Technical Support Representative

Support Shaw Industries’ commercial and residential flooring field projects from a remote technical support role.

Responsibilities

• Apply industry expertise to commercial and residential flooring installation with a professional customer-focused approach across end-use environments.
• Use knowledge of flooring product characteristics and installation requirements for both commercial and residential applications.
• Provide technical support to sales representatives on product, installation, and performance for field projects.
• Support business activity on job start.
• Act as an inspector for field project situations by analyzing issues, recommending corrective actions, and demonstrating solutions to customers when needed.
• Prepare and submit inspection reports, product reviews, and related documentation promptly.
• When possible, treat field situations as training opportunities to resolve the issue and leave behind resources that help prevent repeat problems.
• Discuss advanced installation techniques in detail and defend recommendations verbally and in writing, including in difficult scenarios.
• Support training efforts and sales events with customers and sales associates on product and installation methods.
• Cross-train to build product and installation knowledge across all flooring products to support the field services effort.
• Train Level 1 and Level 2 technical representatives to maintain team capability.
• Plan and supervise test installations; assist R&D and corporate quality in the development of new products.
• Identify and recommend local resources to support the field services effort where possible.
• Schedule travel and coordinate appointments with customers and related parties.
• Follow Shaw travel and departmental procedures and steward resources responsibly.

Requirements

• High School diploma or GED.
• Minimum 5 years of commercial flooring installation experience.
• Extensive understanding of commercial and residential resilient installation processes, methods, tools, and techniques.
• Strong communication, presentation, and training skills; ability to translate technical information into practical guidance for customers, installers, sales personnel, general contractors, and internal partners.
• Ability to support sales efforts by building credibility, asking effective questions, understanding customer needs, and communicating solutions professionally, confidently, and persuasively.
• Leadership abilities, professional conduct, and confidentiality around sensitive and proprietary information between departments.
• Self-motivated with strong organizational and time management skills.
• Adaptable and able to accommodate sudden schedule changes.
• Ability to travel by car and air unassisted.
• Ability to work in a plant environment near automated equipment, including standing, stooping, and/or sitting for extended periods.
• Ability to lift and carry up to 100 pounds.
• Ability to determine pattern repeats, color variations, and shade variations.

Position Details

• Location: Washington, DC (remote)
• Travel: 60–80% weekly travel to job sites during the week
• Focus: Technical support, inspection and reporting for field projects, training efforts, and travel planning/scheduling

Required Competencies

• Build Trusting Relationships
• Coach and Support
• Influence Others
• Deliver Compelling Communication
• Demonstrate Good Judgement
• Plan and Organize

Work Shift

• 8 Hr non-rotating shift
• Hours fall to in punch day (observed calendar)
• Shift starts AM