Director, Knowledge & Support at Sherwin-Williams

Cleveland, Ohio, United States -

Full Time

Start Date

Immediate

Expiry Date

01 Aug, 26

Salary

154168.0

Posted On

03 May, 26

Experience

10 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Strategic planning, ITSM, Team management, Content development, Multimedia development, Technical support, Process automation, Project management, Communication skills, Presentation skills, Software development lifecycle, Web design, Technical writing, Usability heuristics, Adobe Creative Suite, ServiceNow

Industry

Paint;Coating;and Adhesive Manufacturing

Description

The Director of Knowledge & Support will govern the strategy and execution of field-facing knowledge and 1st-level support, empowering field employees to accomplish their sales mission by reducing the cognitive load surrounding physical and digital tools. This individual will support the integration of new technologies and services in the knowledge and ITSM spaces in collaboration with ETG partners. This individual will direct overarching strategy of the following teams: Content Development, Multimedia Development, and Store Computer Operations (SCO) Helpdesk. This role will lead Content and Multimedia in the development, integration, and presentation of fingertip knowledge bases and support of business efforts in creating effective communications, documentation, graphics, and videos to support IT and business initiatives. This role will lead SCO’s 1st level operational and technical support services for stores, modernizing and automating processes while maintaining above industry standard levels in satisfaction and service metrics to preserve store up-time and sales productivity. This is not a remote/hybrid position and will report to our downtown Cleveland, OH HQ. 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 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/ [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.

Responsibilities

The Director of Knowledge & Support governs the strategy for field-facing knowledge and 1st-level support to improve sales mission efficiency. This role leads the Content Development, Multimedia Development, and Store Computer Operations Helpdesk teams to modernize support services and integrate new technologies.