Technical Advanced Support Specialist (Level II)

About the role

Axalta is hiring a Technical Advanced Support Specialist (Level II) to provide expertise and assistance on color matching and technical support for its products. The role reports to the Color & Technical Support Manager and is open to remote work or Lionville, PA. It requires extensive real-world collision repair painting experience and the ability to support technicians through complex refinishing issues.

Key responsibilities

• Act as the main point of contact for technical inquiries about Axalta products, covering etch primers, filling primers, sealers, basecoat, single stage and clearcoat on plastic, metal, galvanized steel or aluminum substrates.
• Help customers select products, mix and apply them according to the technical data sheet, and guide them on activator and reducer choices based on temperature, humidity and job conditions.
• Identify root causes of paint film failures and application defects, and assess when an in-person technician visit is needed, creating a technician request in Salesforce.
• Enter quality complaints in Salesforce and provide field support when needed.
• Provide color support: competitor information, LAB crossovers, chip matches, fan deck and color selector assistance, and guidance on color correction techniques.
• Order special colors or pigments, notify Color Marketing about ColorNet or Mobius improvements, and enter fan deck chip complaints.
• Answer customer questions by phone, email, chat and text, and provide SDS, COA, certificate of conformance and help obtain EDS reports.
• Improve color and technical workflows, share knowledge with colleagues and lead quarterly color and technical update meetings.
• Stay up to date on SOPs, OEM and industry trends, and attend annual in-person training, quarterly group calls, monthly technical broadcasts and monthly Color Council calls.

Required profile

• At least 5 years of hands-on collision repair painting experience, including production refinish.
• Experience with Axalta solvent and waterborne products.
• Prior customer support or technical service experience preferred.
• Ability to work independently and collaboratively in a fast-paced environment.

Required skills

• Diagnose paint application concerns and explain corrective actions to working technicians.
• Strong technical aptitude and troubleshooting skills.
• Excellent communication skills with technical and non-technical audiences.
• Detail-oriented, quality-focused and solution-focused.