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Mission:

Provide the highest quality of Aftermarket Care for internal and external customers, process warranty claims of the factory, and maintain a dedication for a continual improvement of products and processes in compliance with the Atlas Copco “The Way We Do Things” policy.

Roles and Responsibilities:

Contribute a positive Company branding by projecting a knowledgeable, professional, and customer-oriented image while always striving to understand the needs and expectations of the factory’s internal and external customers. Manage the Technical Support Representative team and liaise with the factory General Manager about the status and progress of the team with regards to unique or special situations. Additionally, provide the training and tools necessary to Technical Support Representative team for them to fulfill their mission and responsibilities. Ensure the support, training, and / or information of the Oil – Free and Industrial products built by the Houston Product Company (HPC) are properly relayed to the various Atlas Copco Compressors’ internal and external customers. The internal customers will include the Houston and Antwerp Factory Engineering and Production teams as well as the various Global Customer Center’s (CC) Technical Support teams. External customers, which includes end-users and distributors, will be in the base of the CC’s Compressor Technique - Service (CTS) team. Take appropriate action to establish and maintain communications with all people / employees considered necessary to get the job done.

Management (60%):

Manage the Technical Support Team to meet the needs and expectations of the customer base. Ensure the team understands the new products and designs presented through the Engineering PTM (Product Technical Meeting), the Project KOM (Kick Off Meeting), and the PRM (Production Release Meeting) are to follow the guidelines of Airpower of the DFL (Design-For-Life) concept which will lead to the success of the aftermarket business. Report back to the General Manager when a project design deviates from the Airpower guidelines which may negatively impact the success of the aftermarket business. Attend FAT (Factory Acceptance Test) as needed in the test bay to ensure the Technical Support Representative team can collect the information required for their training presentations. Assist the Technical Support Representative team along with the Factory Engineering and Production teams with the troubleshooting of problems on equipment during the FAT. Ensure the Technical Support Team has relayed the information of the PTM, KOM, and PRM, as required, for the spare parts, special tools, and training in one or more of the Atlas Copco systems, such as, the Business Portal, Service Connect, and IQ2 (Intelli-Quoter 2) which are all managed within the CTS Project Database. This role will also ensure the Technical Support Representative team are able to liaise with GEICA (Global Engineering Center – India / Airpower) to provide 3 – D animation product instructions for the training, safe operations, and maintenance of equipment. Other responsibilities will be to ensure the troubleshooting database, TRAX, is being updated and maintained for the success of the aftermarket business. Other duties of the position are to ensure the details of spare components to the NSC (North American Service Center) are provided in a timely manner. This role will also review and approve any ECO (Engineering Change Orders) to determine if it is applicable to become a field change in an ECB (Engineering Change Bulletin). The position will also ensure that the Technical Support Representative team provides training information to the Customer Centers via a TSC (Technical Service Convention) and / or participates in classes at the Air Academy. Report back to the General Manager the analysis of subsequent field audits made by the Technical Support Representative team of the CTS teams in the Customer Center which will verify the knowledge provided by them had been successfully implemented.

Technical Support (10%):

Provide direct technical support to the Customer Center Technical Support teams when a challenging issue cannot be resolved by them using their factory supplied training and / or information or by the factory Technical Support Representative team. Ensure the factory team communicates primarily with the CC Technical Support teams through the MQ (MyQuest) ticket system, FFF (Fast Field Feedback), or FReT (Failure Report). Only in unique cases will the need arise to discuss directly, either with email or phone call, to the Technical Support Team, CTS technicians or Sales personnel of the Customer Center. Issues that could not be resolved through the remote communication process may require a visit by the factory Technical Support Representative team to customer sites (external) or Customer Centers (internal) to inspect equipment involved in a special and / or difficult case. Travel to customer sites when required to support CTS technicians or to solve critical customer issues with Atlas Copco products.

Warranty Claims and Root Cause Analysis (30%):

The role will summarize to the General Manager and the factory management team the various reports from the Customer Center received through the MQ (MyQuest) ticket system, FFF (Fast Field Feedback), FReT (Failure Report) and WAnT (Warranty claims) as well as the status of any open TCM (Technical Committee Meeting). These summarized reports will be presented regularly to the factory management team, in PQM (Product Quality Meeting), CRM (Company Review Meeting), BRM (Business Review Meeting) and the Staff Meetings. Perform other duties as assigned.

Qualifications:

Supervisory Responsibility:

Candidate must have proven experience as supervisor or relevant role and be able to motivate the staff while being patient and calm in stressful situations. Possess excellent communication and interpersonal skills in setting goals, managing workflow, and meeting deadlines. Demonstrate the familiarity with company policies and legal guidelines or be able to learn these in a short period of time. Be thorough by paying attention to detail in conversation, reports, and equipment to provide constructive feedback and coaching which will ensure success with the company’s plan and vision.

Experience:

5 – 10 years of experience managing a team of people including technical field experience in commissioning and trouble shooting industrial air compressors and dryers (Atlas Copco and / or other brands). Demonstrate the understanding of mechanical and electrical components and the ability to interpret wiring diagrams and relay logic as these interact with compressed air systems.

Education:

4-year technical, mechanical, industrial, or electrical engineering degree, or equivalent experience (e.g., 10+ years).

Skills:

Must be proficient in the use of Microsoft software products, including Word, Excel, SharePoint, Power BI, and PowerPoint. Demonstrate the ability to learn other business specific software applications (ERP (Enterprise Resource Planning)) which may include IBM products such as BPCS (Business Planning and Control System), or SAP (Systems, Applications, and Products) or M2M (Made to Manage). Possess the ability to operate computers and equipment control panels as well as the use of basic hand, electrical, and complex tools. Physical requirements will include intermittent periods of sitting, standing, and walking. Majority of the work environment will be in a conditioned office setting interacting in close proximity with other people. Other aspects of the position will require performance of the aforementioned responsibilities in an unconditioned manufacturing environment where industrial mobile equipment is present.

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