Technical Advanced Support Specialist (Level II)

This role involves collaborating with various teams to ensure accurate color assistance, troubleshooting technical issues with application of Axalta products in our customer base, and delivering exceptional customer support. This position requires extensive real-world collision repair painting experience and the credibility to support technicians through complex refinishing issues that require practical, hands-on knowledge.

Axalta has remained at the forefront of the coatings industry by continually investing in innovative solutions. We engineer technologies that protect customers' products - whether they are battling heat, light, corrosion, abrasion, moisture, or chemicals - and add dimension and beauty with colorful finishes. We have a vast and ever-evolving portfolio of brands primed to play an important part in everything from modernizing infrastructure around the world to enabling the next generation of electric and autonomous vehicles.

Job Title: Technical Advanced Support Specialist (Level II)

Reports to: Color & Technical Support Manager

Location: USA - Remote/Lionville, PA

Job Summary:

The Technical Advanced Support Specialist II is responsible for providing expertise and assistance related to color matching and technical support for Axalta products. This role involves collaborating with various teams to ensure accurate color assistance, troubleshooting technical issues with application of Axalta products in our customer base, and delivering exceptional customer support. This position requires extensive real-world collision repair painting experience and the credibility to support technicians through complex refinishing issues that require practical, hands-on knowledge.

1) Technical Support

• Serve as the primary point of contact for technical inquiries and issues related to Axalta product offerings.
• Assist customers with all aspects of actual product usage within all product lines within Axalta.
• Product selection for their job, how to mix and properly apply products per the TDS. Cover all aspects of support for etch primers, filling primers, sealers, basecoat, single stage and clearcoat. The substrate could be plastic, metal, galvanized steel, or aluminum.
• Identify likely root causes of paint film failures and application defects, using technical knowledge, customer interviews, and photo or video review whenever possible.
• Guide customers through proper product selection, including activator and reducer choices based on temperature, humidity, job size, repair type, and other shop conditions.
• Remain engaged with technically challenging customer situations until the issue is understood, the next steps are clear, or the appropriate internal resource is involved.
• Assess customer situations to determine when an in-person technician visit is required and create the appropriate technician request in Salesforce to coordinate follow-up support.
• May be required to provide field support to assist with customer conversion efforts when necessary.
• Enter complaints in Salesforce for quality issues with product and/or color.

2) Color Support

• Provide Cross Competitor information, LAB crossovers, cross to a different quality, chip match older colors into current paint lines. This involves texting, emailing, reading, or faxing formulas to customers.
• Provide color tool assistance on fan decks, color selectors, tint chart info.
• Enter complaints in Salesforce for the following: Fan deck chips that don't match the spray out. Order special colors or pigments for color codes we do not have commercially available flakes and toners.
• Notify Color Marketing regarding ColorNet or Mobius on improvements needed so these issues can be resolved.
• Provide guidance on color correction techniques and best practices to achieve desired results.

3) Customer Assistance

• Offer expert guidance and support to customers regarding color and technical issues.
• Listen first to fully understand the customer's concern, then communicate clear, practical guidance with confidence, professionalism, and approachability.
• Address inquiries via various channels, including phone, email, chat and text during the designated shift.
• Provide SDS, COA, Certificate of Conformance and assist in getting EDS reports.
• Respond promptly to support requests and provide clear, complete guidance during the interaction, including next steps or escalation when needed.

4) Quality Assurance

• Identify areas for improvement in color and technical workflows and recommend solutions to enhance efficiency and accuracy.
• Collaborate with cross-functional teams to implement quality assurance measures and address any discrepancies.
• Use customer feedback, complaint trends, and recurring technical issues to support process improvements and strengthen knowledge resources.

5) Documentation and Training

• Stay updated on Axalta standard operating procedures and processes, OEM and industry trends, and on our new and legacy product offerings.
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