Tinting Specialist needed at AkzoNobel

Job Purpose

• This role/person requires a dedicated and proactive individual to join our team as the First Point of Contact for Customer Support on tinting machines and AkzoNobel tinting software & computers. This role is pivotal in ensuring exceptional customer service by addressing & escalating service requests, troubleshooting & resolving technical issues, and maintaining smooth communication between various stakeholders. The ideal candidate will have excellent communication skills, technical proficiency, customer-centric mindset and the ability to work independently.
• The Tinting Specialist will be actively involved in handling customer calls regarding Mix2Win Next tinting software, colour formulation requests and tinting machine & computer-related problems as well as managing our asset platform (SAP) and coordinating service calls that are sent to our service agent.

Key Accountabilities

Customer & Technical Support

• Provide daily phone/email support to customers, ensuring excellent service levels.
• Troubleshoot tinting equipment via remote desktop and escalate unresolved cases to service agents
• Monitor the DTS Helpline and Case Management platform, resolving colour formulation and breakdown requests.
• Diagnose hardware/software issues and collaborate with global Mix2Win teams when needed.

Support field technicians and internal sales teams.

SAP & Asset Management

• Create functional locations and assign assets accurately for new store setups.
• Manage loan agreements and ensure proper documentation on SAP and SharePoint
• Create and track service orders (installations, repairs, upliftments, maintenance).
• Coordinate installation schedules with 3rd-party service providers

Coordination & Communication

• Handle customer and sales rep requests for breakdowns and new installations.
• Ensure all stakeholders are informed of service timelines and priorities.
• Obtain and process quotations from 3rd-party suppliers for tinting-related installations.

Mix2Win Online Management & Training

• Create and maintain customer/store accounts on Mix2Win Online.
• Ensure software, databases, and connectivity (SIM cards/routers) are up to date.
• Maintain 90%+ online machine connectivity.
• Deliver monthly and ad-hoc training sessions (Module 06 – POS Colour Delivery).
• Update training material, SOPs, and technical documentation as needed.

Tinting Projects

• Participate actively in tinting and business improvement initiatives.

Experience

• A recognized qualification in a technical discipline
• Experience in tinting or related industry and a strong technical orientation.
• Proficiency in IT systems, including remote support tools like TeamViewer and advanced knowledge of Microsoft Office, is essential.
• Familiarity with Fluid Management tinting machines and SAPMA Level 1 and 2 certifications would be advantageous, along with a proven ability to deliver exceptional customer service through professional telephone and email communication.
• Key competencies include: initiative, customer focus, persuasiveness, and the ability to build lasting customer relationships.
• The role demands strong problem-solving skills, commercial awareness, project coordination capabilities, and the ability to work independently while monitoring information effectively.
• Excellent communication skills and a commitment to technical and professional excellence are critical for success in this position.