Technical Service Representative - Automotive Coatings
PPGThe Technical Service Representative , also known within PPG as a Certified Optima Solutions Professional (COSP) , plays a critical role in both the Optima Solutions organization and the One PPG Selling Machine. You will serve as a trusted technical advisor to customers, providing expertise, problem-solving support, and value-added solutions that enhance customer satisfaction, strengthen partnerships, and drive business growth. Based at the GM manufacturing plant in Spring Hill, TN, you will report to the Optima Solutions Manager. Key Responsibilities One PPG Selling Machine: Resolving Customer Issues: Leads the process of crafting and cascading messaging and next steps for customer issues to ensure prompt response to and resolve customer issues including handling returns, complaints, and escalating issues appropriately· Operational Compliance: Ensures that business activities within the area of responsibility comply with relevant external regulatory and/or voluntary codes and with internal policies and procedures to minimize business risk and to protect the reputation of the Organization, oneself, and the team· Faults Diagnosis and Correction: Provides fault isolation and resolution to limit and address issues promptly· CRM Management: May enter customer information that has been gathered through research and/or through direct customer contact into the Salesforce system to ensure that the organization has quality data to enable effective customer retention and business development activities. Service-Related Upselling and Cross-selling: Actively looks for ways in which additional products/services can grow the value of the customer's account within the organization. Customer Order Processing: Records and processes custom/special orders that may require additional resources for delivery and coordinating with those teams as required. Periodic Health Checks: Maintains and leads periodic check-ins with key customers to ensure they are receiving the most value from the product/ service; notes the most raised questions/issues during check-ins. Product Training: Helps to prepare product training for specific technical areas following precedents and established procedures; runs small training programs (or pieces of larger training programs) for specific areas using prepared content and working under the supervision of senior colleagues. Automotive Focused: SecureLaunchTM: Manages Secure Launch project activities for the site Documents project data and information via the SecureLaunch protocols. Demand Planning: Forecasts supply demand based on usage trends, production schedules, and discussions with the customer; oversee the management of inventory programs at a customer location. Proactively works within PPG to track down missing orders. Tracking, Reporting and Tools Utilization: Tracks and reports on key functional metrics and KPIs (Key Performance Indicators), whether per customer or PPG requirements in the digital tools required for that task. Product and Application Expertise: Develops wide knowledge on multiple technology layers and application processes; including deep knowledge in at least one of the following: color, pretreatment, electrocoat, primer, basecoat, clear coat, adhesives and sealants, battery coatings, mobility products or water treatment Process and Product Conformance: Uses product and application knowledge to adjust PPG products as needed. Qualifications High School Diploma is required. A Bachelor's degree or global equivalent in a related discipline is preferred. 2 or more years of professional experience in a manufacturing or chemical setting. Working knowledge of automotive coatings products, technologies, and application processes. Proficient with MS Office products and CRM/ERP software. Demonstrated problem-solving abilities with a proven track record of collaborating effectively across all levels of an organization. Basic math skills required to support operational decision-making. G…