Technical Services Representative

R&D, IT and Technical Services Temple, Texas


Description

Position at Wilsonart

Company Overview

Headquartered in Austin, Texas, Wilsonart is a world leading manufacturer and distributor of engineered surfaces with approximately $1.4b in annual revenue and a global workforce of more than 4,500. Wilsonart surfaces are used in the office, education, healthcare, residential, hospitality and retail markets. Wilsonart, operating under the Wilsonart®, Resopal®, Polyrey®, Arborite®, Laminart®, Bushboard™, Mermaid™, Shore®, Ralph Wilson®, KML®, NewLeaf®, Wetwall®, Durcon® and Technistone® brands, manufactures and distributes High Pressure Laminate, Quartz, Solid Surface, Coordinated TFL and Edgebanding and other engineered surface options. Wilsonart does business in more than 100 countries with manufacturing operations in North America, United Kingdom, France, Germany and Czech Republic.

Positioned for Future Growth

An extensive global manufacturing footprint, state-of-the-art process technologies, and scalable Global distribution capabilities provide a meaningful competitive advantage with excellent brand recognition and a reputation for product innovation and superior service which allow for strong and stable margin performance and robust cash flow conversion.  We have a strong company culture and extremely talented employee base as well as a dedicated and invested core Executive Leadership Team.

Our History

For more than 60 years, Wilsonart has honored our founders' promise to provide our customers with industry-leading products and service.  In November 2012, Wilsonart became a new, independent company when Clayton, Dubilier & Rice ("CD&R") and Illinois Tool Works Inc. (NYSE:ITW) completed a transaction for the sale of ITW's Decorative Surfaces business unit. CD&R acquired a majority stake in the new freestanding business and ITW retained an ongoing ownership stake. 

Founded in 1978, Clayton, Dubilier & Rice is a private equity firm with an investment strategy predicated on producing financial returns through building stronger, more profitable businesses. The Firm’s partners and advisors include a combination of skilled investment decision-makers and seasoned corporate leaders from major global enterprises. Since inception, CD&R has managed the investment of more than $18 billion in 56 businesses with an aggregate transaction value of approximately $90 billion. The Firm has offices in New York and London. For more information, please visit http://www.cdr-inc.com/. 

Illinois Tool Works or ITW (NYSE: ITW) is a Fortune 200 company that produces engineered fasteners and components, equipment and consumable systems, and specialty products. It employs more than 50,000 people, and is based in Glenview, Illinois, with operations in 57 countries. 

Our Mission and Values 

Wilsonart is driven by a mission to create surfaces people love, with service you can count on, delivered by people who care. Wilsonart is driven by providing beautiful, hard-working, on-trend and high performing engineered surfaces for whatever you need to cover. For decades, our companies worldwide have given designers and builders the right tools for the job, no matter how specialized. Today, we bring you a portfolio of solutions, both decorative and functional, that spans retail, hospitality, healthcare, education, office and institutional applications. 

Service You Can Count On.

Wilsonart is dedicated to getting our customers what they want, when and how they want it. From a North American fleet of trucks, to strategically located distribution centers around the world, we can service the globe with our expanding range of products and services.

People Who Care.

Over 4,500 people strong, Wilsonart is made up of dedicated people who care about doing the right thing, every day. Whether it’s making a flawless sheet of high pressure laminate, volunteering at a community house raising or sourcing sustainable materials, Wilsonart people care deeply about what they do, who they do it for, and how they do it.

Technical Service Representative

Provides advice, facilitation, and training on the development, administration, and technical aspects of the company’s quality processes and product fabrication processes at all levels within the organization and outside of the organization. Has product expertise or specialty in some or all aspects of the quality field and carpentry/fabrication field. Is at the forefront of keeping abreast of changes in the field.  Must have experience in the fabrication of surfacing products. Performs other tasks as required.

Responsibilities:

  • Facilitates customer claims (Part A & B) process from start to finish while working with customers, company field representatives, manufacturing and technical service representatives.
  • Fabricate Wilsonart products (laminate, solid surface, quartz, decorative edges, decorative metals, etc.) for Marketing, Fabricator University, BETA installs, and other departments as needed.
  • Proficient in Operational Excellence methodologies and tools (root cause analysis, structured problem solving, and mistake-proofing concepts) to be able to participate in activities that support Wilsonart’s strategic OPEX and Sustainability initiatives.
  • Participates in various work environments where “problem-solving, teamwork, and leadership are critical to obtaining essential results in the ongoing improvement within the organization.
  • Ability to run and maintain cabinet shop equipment including CNC Router, Saws, Edge Bander, Sander, etc.
  • Experience using and read AutoCAD, SolidWorks, Microvellem, or similar software, required
  • Provides technical assistance to internal/external customers by resolving complaints, negotiating claims, and performing field evaluations for all Wilsonart Products.

 

  • Directs and advises special test procedures to analyze components and physical properties of materials from customer complaints.
  • Facilitates presentations/seminars for field presentations, in-house presentations, and webinars and conducts tours of facilities for visiting customers.
  • Acts as a liaison between customers and manufacturing/distribution. An ability to work with Clients, Contractors, Architects, and Suppliers is vital.
  • Make recommendations to manufacturing and technology regarding new ideas to enhance existing products and potential new product development.

Knowledge, Skills and Abilities:

  • Organized, responsible, enthusiastic, and timely with a strong work ethic is mandatory.
  • Proficient in MS Office including Outlook, Word, and Excel. Skill in utilizing spreadsheets, word processors, and databases.
  • Knowledge of Operational Excellence methodologies and tools (Lean, Six Sigma, Kaizen, 5S, RCA, PSP, etc.) in order to improve company culture and performance.
  • Skill in public speaking.
  • Knowledge of the manufacturing process.
  • Product/technical knowledge of all products marketed. 
  • Ability to work in a fast-paced team environment while maintaining standards in quality and craftsmanship a must.
  • Ability to manage multiple projects in a fast-paced environment with a high level of accuracy.  Time management skills and a team player.
  • Ability to carry out tasks completely, efficiently, and on time.
  • Ability to analyze problems and develop solutions.
  • Ability to travel.
  • Skill in technical writing and verbal communication skills.
  • Knowledge of tools and equipment related to the industry.
  • Knowledge of chemical and physical principles.
  • Skill in mathematics and technical writing.
  • Forklift experience preferred 

 

EDUCATION: Bachelor's degree in construction management, construction engineering technology, or a related field or Bachelor’s degree in Science, Manufacturing Technology, Business Administration, or a closely related field.  An equivalent combination of education and experience will be accepted in place of a degree. 

 

EXPERIENCE:

3+ years

Prefer two years’ experience with woodworking, cabinet, casework, and/or countertop fabrication and installation. Prefer at least one year in Product Quality, Operational Excellence, and Customer Service. Laminate manufacturing experience a plus.  One additional year of experience may substitute for one year of required education with a maximum substitution of four years.

 

 

 

 

 

 

Wilsonart is an Equal Opportunity / Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, creed, national origin or ancestry, sex, age, physical or mental disability, veteran or military status, genetic information, sexual orientation, marital status, or any other legally recognized protected basis under federal, state or local laws, regulations or ordinances.