Help Desk Agent, Color Operations - Military veterans preferred

2025-07-01
Sherwin Williams
Other

/yr

  full-time   part-time   employee   contract


Warrensville Heights
Ohio
44128
United States

JOB DESCRIPTION

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.”


RESPONSIBILITIES

  • 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)

QUALIFICATIONS

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


EMPLOYER DESCRIPTION

At Sherwin-Williams, our purpose is to inspire and improve the world by coloring and protecting what matters. Our paints, coatings and innovative solutions make the places and spaces in our world brighter and stronger. Your skills, talent and passion make it possible to live this purpose, and for customers and our business to achieve great results. Sherwin-Williams is a place that takes its stability, growth and momentum and translates it to possibility for our people. Our people are behind the strength of our success, and we invest and support you in:

Life … with rewards, benefits and the flexibility to enhance your health and well-being
Career … with opportunities to learn, develop new skills and grow your contribution
Connection … with an inclusive team and commitment to our own and broader communities
It's all here for you... let's Create Your Possible

At Sherwin-Williams, part of our mission is to help our employees and their families live healthier, save smarter and feel better. This starts with a wide range of world-class benefits designed for you. From retirement to health care, from total well-being to your daily commute—it matters to us. A general description of benefits offered can be found at http://www.myswbenefits.com/. Click on “Candidates” to view benefit offerings that you may be eligible for if you are hired as a Sherwin-Williams employee.

Compensation decisions are dependent on the facts and circumstances of each case and will impact where actual compensation may fall within the stated wage range. The wage range listed for this role takes into account the wide range of factors considered in making compensation decisions including skill sets; experience and training; licensure and certifications; and other business and organizational needs. The disclosed range estimate has not been adjusted for the applicable geographic differential associated with the location at which the position may be filled. The wage range, other compensation, and benefits information listed is accurate as of the date of this posting. The Company reserves the right to modify this information at any time, with or without notice, subject to applicable law.

Qualified applicants with arrest or conviction records will be considered for employment in accordance with applicable federal, state, and local laws including with the Los Angeles County Fair Chance Ordinance for Employers and the California Fair Chance Act where applicable.

Sherwin-Williams is proud to be an Equal Employment Opportunity employer.? All qualified candidates will receive consideration for employment and will not be discriminated against based on race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, disability, age, pregnancy, genetic information, creed, marital status or any other consideration prohibited by law or by contract.

As a VEVRAA Federal Contractor, Sherwin-Williams requests state and local employment services delivery systems to provide priority referral of Protected Veterans.

Please be aware, Sherwin-Williams recruiting team members will never request a candidate to provide a payment, ask for financial information, or sensitive personal information like national identification numbers, date of birth, or bank account numbers during the application process.