The Technical Services Representative Senior interacts with customer or SHW facility traveling in the field to sites in person to provide product and application support, information; ensures the best technical service possible. Answers customers' technical or scientific questions regarding product or service and operation or maintenance including application and equipment. Converses with customers to obtain information, identify problem, and provides technical assistance and solutions. Liaises between technical, sales, and operations (plants and facilities). The TSR Senior trouble shoots and/or refers complaints of product or service issues to appropriate functions for investigation and resolution. Coordinates customers' service needs with other departments as required to ensure customer centric focus. Resolve complaints about product and application, explains how to use product or service correctly, and recommends procedural and process improvements. Is very familiar with and informs others of technical processes, business processes and current trends in the industry. May assist with onboarding and training new TSRs and Trainees. Helps develop, implement, and provide others with helpful customer training materials and technical documentation.