Help Desk Agent, Color Operations

1. This position is accountable for timely technical support of Point-of-Sale computerized Color Matching, Paint Shaking, and Automatic Dispensing equipment and software to Sherwin Williams store users and rep, Brands store users, and field personnel in a call center environment. This position is also responsible for equipment training, software testing, call documentation, and minimizing equipment down time when service and/or parts are required.

"Job duties include contact with other employees and access confidential and proprietary information and/or other items of value,
and such access may be supervised or unsupervised. The Company therefore has determined that a review of criminal history is necessary to protect the business and its operations and reputation and is necessary to protect the safety of the Company's staff, employees, and business relationships."

• Provide timely technical hotline support for Computerized Color Matching, Paint Shaking and Automatic Dispensing equipment to equipment users (store personnel) and field personnel. This support includes overthe-phone training, hardware and software problem diagnosis and repair instruction, hardware and software installation instruction, and computer and color troubleshooting and documentation.
• Documents hotline calls, input service reports from our technicians, and log parts ordered and used into Service Now Field Service Management to provide equipment history, billing information, and diagnostic procedures.
• Update assets, self-tinting customer site and contact information, etc. data in Service Now Field Service Management when needed.
• Ship and/or order replacement parts and systems for defective Color Matching, Paint Shaking, and Tinting equipment as necessary.
• Assist in scheduling 31 Sherwin-Williams field service Technicians on emergency service calls as well as calling other vendors and outside companies to provide service when costs and schedules dictate and approved by National Field Technician Manager.
• Helps to test Tinting and Color Matching software and instructions before field distribution to assure correct operation and successful installation.
• Provides information to manager regarding field tendencies and equipment problem areas. SW-COMPANY USE-OTHER
• Works with Store Computer Operations software development team to keep them informed of field problems and software issues. Forward calls and/or tickets to the Store Computer Operations Point-of-Sale help desk database when applicable.
• Gather technical color and computer information from many levels of education and experience to determine problem and appropriate problem resolution.
• Communicate with various support and service people to troubleshoot and repair inoperable equipment in the most timely, cost-effective manner.
• Help to maintain and stock an in-house parts inventory.
• Accurate documentation and communication of all parts ordered and shipped to insure proper billing.
• Rerouting Point-of-Sale, Color Formula, and other non-supported inquiry calls to the appropriate parties for efficient resolution.
• Work on special projects as needed for the efficient operation of the Color Operations team.
• The location is Warrensville Heights, OH (Warrensville Technical Cetner), but with the BOF move the final location will be Cleveland, OH (Hinckley Industrial Parkway)
• This job will be eligible for hybrid after onboarding/training (3 days in office, 2 days at home)

FORMAL EDUCATION:

Required:

• High School diploma or equivalent

Preferred:

• n/a

KNOWLEDGE & EXPERIENCE:

Required:

• Customer Service Experience

Preferred:

• Working knowledge of Store Computer Operations and Color Operations
• Tinter/shaker equipment knowledge and/or experience.

TECHNICAL/SKILL REQUIREMENTS:

Required:

• Must be able to operate computer, telephone, and copier
• Ability to read, speak, and understand English to understand and respond to our customer's needs.
• Dexterity to enter call data via computer keyboard.
• Ability to learn and retain equipment troubleshooting techniques and procedures and the communicate those over the phone.
• Ability to work independently as well as in a team environment
• Required to work occasional evening and weekend schedules when department needs dictate.

Preferred:

• Proficient in Microsoft Office & excel

TRAVEL REQUIREMENTS: 0%

PHYSICAL REQUIREMENTS:

• Must be able to sit, stand, hear, and see on a constant basis. Must be able to walk, write, and type on a frequent basis.
• Must be able to lift and carry up to 50 pounds.
• Must be able to climb and descend stairs.
• Must be able to bend, carry, reach, push, and pull on an occasional basis.
• Must be able to communicate verbally and in writing.
• May work indoors and outdoors as needed. Exposure to heat up to 120 degrees and cold to 0 degrees.
• May work in areas where noise level is such that hearing protection is required.
• May work in areas where toxic, flammable, and hazardous materials are present.
• May be exposed to varying amounts of dust and dirt.
• Work surfaces may include concrete.
• Employee must be able to tolerate non-toxic paint odors and be able to wear a respirator as required.
• Employee must be able to operate a computer and communicate via telephone.
• Some travel to other locations, meetings and/or seminars is required