Technical Advanced Support Specialist (Level II)

Axalta•Philadelphia, PA

12d•Remote

About The Position

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.

Requirements

Minimum 5+ years hands-on collision repair painting experience, including firsthand experience in a production refinish environment.
Axalta solvent and waterborne experience.
Able to diagnose paint application concerns, identify probable failure causes, and explain corrective actions in a way that is practical for working technicians.
Demonstrated ownership, integrity, humility, and a solution-focused approach are essential for success in this role.
Strong technical aptitude and troubleshooting skills, with the ability to diagnose and resolve customer issues.
Excellent communication and interpersonal skills, with the ability to effectively convey technical and color information to both technical and non-technical audiences.
Detail-oriented mindset with a focus on quality assurance and continuous improvement.
Ability to work independently and collaboratively in a fast-paced environment.

Nice To Haves

Prior experience in customer support or technical service roles preferred.

Responsibilities

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.
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.
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.
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.
Stay updated on Axalta standard operating procedures and processes, OEM and industry trends, and on our new and legacy product offerings.
Attend annual Product Specialist in-person training sessions, attend quarterly Product Specialist group calls, monthly Technical Broadcasts, and participate in monthly Color Council calls.
Use available resources such as Seismic, Refinish Support, Salesforce, FSL, technical data sheets, and internal experts to research issues and provide accurate guidance.
Provide insights to improve our knowledge articles.
Interactions with customers are entered into Salesforce.
Share technical knowledge with coworkers and serve as a trusted resource for the broader support team, including leading quarterly color and technical update meetings.