Technical Support Representative

Job Title

Position Overview

Shaw Industries is looking for a CAM Technical Support Representative for both our commercial and residential businesses. The position will require knowledge and skills in the cleaning and maintenance of all categories of flooring, along with strong communication and interpersonal skills. This is a remote opportunity based in Colorado or Texas requiring on average 60–80% travel to job sites during the week. Must have a strong desire and ability to solve problems, demonstrate proper cleaning methods, and understand the equipment and chemicals used in maintaining Shaw products.

Responsibilities

• Provide industry-leading expertise in the cleaning and maintenance of commercial and residential flooring products in a highly professional manner, engaging customers in all applicable end-use environments. Apply knowledge of commercial and residential cleaning and maintenance, including product characteristics, chemicals, and equipment.

• Support sales representatives with training, projects, and product performance.

• Provide technical support and training to the professional carpet/floor cleaning industry, servicing commercial and residential businesses, the janitorial supply industry, and other groups associated with facility management.

• Provide cleaning and maintenance training for all new-hire sales representatives.
• Attend and work trade shows as a technical resource, providing training, demonstrations, and technical guidance.
• Serve as an inspector for field project situations; analyze and offer solutions to problems, make recommendations for corrective action, and, when required, demonstrate solutions in front of the customer. Prepare and promptly submit/file inspection reports, product reviews/testing, and other related documents.

• Where possible, approach all field situations as training opportunities to not only resolve the situation at hand but to leave behind knowledgeable resources capable of resolving future issues.

• Discuss cleaning and maintenance techniques in detail and defend those opinions both verbally and in writing in potentially difficult situations.
• Develop technical literature relating to the maintenance of Shaw products, including technical bulletins and maintenance videos, and provide sign-off in the Shaw warranty process.

• Conduct cleaning studies on methods and products to address industry cleaning issues.

• Evaluate and test cleaning chemicals.

• Evaluate and test new cleaning machines and equipment.

• Plan and conduct cleaning trials.

Qualifications

Required

• High School Diploma or GED.

• Minimum of 3 years of commercial and residential cleaning and maintenance experience.

• Extensive understanding of commercial and residential cleaning and maintenance processes, methods, equipment, chemicals, and techniques.

• Adequate public speaking, teaching, and training skills, with the ability to interact with a broad range of audiences, both verbally and in writing, including customers, installers, sales personnel, and general contractors.

• Leadership abilities, professionalism, and the ability to maintain confidentiality of sensitive issues between departments and information considered proprietary.

• Self-motivated, with good organizational and time management skills.

• Remote opportunity requiring on average 60–80% travel to job sites during the week.

• Must be adaptable and willing to accommodate sudden changes in schedule.

• Must be able to travel by car and air unassisted.

• Must be able to perform floor cleaning and maintenance from a standing or kneeling position (with proper-fitting knee pads); work may be strenuous depending on the technique.

• Must be able to bend, stoop, squat, reach, and manipulate cleaning equipment and materials.

• Must be able to lift and carry up to 100 pounds.

• Work hours may fall outside normal daytime hours; work environments range from climate-controlled spaces to warehouse testing areas (40–95°F), with exposure to light dust and spot-cleaning solvents.

Preferred

• Resilient cleaning and maintenance experience and/or professional certifications.

• Carpet cleaning and maintenance experience and/or professional certifications.

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