Service Planning Analyst - Indirect Channel CSO | Customer Center CT

Atlas Copco Group; Sorocaba; Hybrid; BRL 90,000 - 130,000; Full time

Benefits offered by this job

Hybrid work model

Flexible working hours

Professional growth opportunities

Wellbeing programs (Wellhub)

Comprehensive benefits package

Job summary

Atlas Copco Group Co.,Ltd is hiring an Indirect Channel Service Planning Analyst in Sorocaba. You will lead service order workflows with Authorized Distributors, monitor maintenance contracts, and drive KPI-focused improvements across multiple internal teams.

The role requires a strong analytical mindset, advanced Excel skills, and the ability to work in a hybrid setup. English proficiency and proactiveness are valued as we optimize after-sales processes across Brazil.

Qualifications

• Bachelor’s degree in engineering, business administration, or related fields.
• Strong Excel skills; Power BI and/or Power Automate are a plus.
• Experience in after-sales routines, customerService, operations, or related areas.
• Analytical with the ability to monitor KPIs and make data-driven decisions.
• Knowledge of maintenance contracts, service planning, and after-sales processes is advantageous.
• Intermediate English proficiency is an advantage.
• Strong organizational skills and ability to manage multiple demands.
• Proactive, ownership mindset, and resilience in a dynamic environment.
• Excellent verbal and written communication and problem-solving abilities.
• Commitment, collaboration, and focus on continuous improvement.

Responsibilities

• Act as the primary point of contact for Authorized Distributors and Representatives.
• Manage end-to-end workflow of Indirect Channel service orders from creation to closure.
• Monitor maintenance contracts, ensure schedules, and identify risks/opportunities.
• Track KPIs focused on customer satisfaction and operational efficiency.
• Collaborate with Technical Support, Parts, Finance, Legal and Safety teams.
• Maintain data quality and update information in corporate systems.
• Contribute to continuous improvement initiatives and innovation.
• Oversee distributor accreditation and de-accreditation processes.

Skills

Advanced Excel

Power BI

Power Automate

Customer service

Data analysis

Process improvement

Multi-stakeholder coordination

English proficiency

Communication skills

Problem solving

Adaptability

Time management

Atlas Copco product knowledge

Education

Bachelor's degree in Engineering or Business Administration

Tools

Excel

Power BI

Power Automate

Job description

Your Role

As an Indirect Channel Service Planning Analyst, you will be part of a team responsible for a channel that plays a significant role in the company's business results. Our team manages after-sales activities with Atlas Copco Authorized Distributors, partners who act as an extension of our operations throughout Brazil. You will have the opportunity to interact with professionals from different regions and cultures, including distributor owners and managers, contributing to service excellence, operational service process management, and maintenance contract administration. This position is ideal for someone who enjoys challenges, has the drive to make things happen, and is eager to contribute new ideas, innovation, and improvements to the business. Here, you will find a collaborative environment where excellence is recognized and valued by both our distributors and colleagues.

Your Day-to-Day

• Act as the primary point of contact for Authorized Distributors and Representatives, ensuring agile, transparent, and high-quality service;
• Manage the complete workflow of Indirect Channel service orders, from creation to closure, overseeing priorities, deadlines, and resources to ensure operational efficiency and customer satisfaction;
• Monitor the execution of maintenance contracts, ensuring compliance with schedules and identifying risks and opportunities that may impact deliveries;
• Track key performance indicators (KPIs) focused on customer satisfaction and operational efficiency, contributing to the achievement of business objectives;
• Collaborate closely with areas such as Technical Support, Parts, Finance, Legal, and Safety, coordinating actions to resolve demands and ensure the best experience for our partners;
• Keep information and processes updated within corporate systems, ensuring data quality and operational reliability;
• Actively participate in continuous improvement initiatives by proposing new ideas and contributing to the evolution of the area's practices;
• Manage distributor and representative accreditation and de-accreditation processes, coordinating with the involved departments until completion.

Your Skills And Experience

• Bachelor's degree completed or in progress, preferably in Engineering, Business Administration, or related fields;
• Advanced Excel skills and strong knowledge of the Microsoft Office Suite; knowledge of Power BI and/or Power Automate will be considered an advantage;
• Experience in after-sales routines, customer service, operations, or related areas;
• Analytical profile, with the ability to monitor KPIs and make data-driven decisions;
• Knowledge of maintenance contracts, service planning, after-sales processes, Atlas Copco products, and maintenance concepts will be considered an advantage;
• Intermediate English proficiency will be considered an advantage;
• Strong organizational skills and discipline to manage multiple demands, meet deadlines, and maintain high-quality deliverables;
• Proactive mindset, sense of ownership, and energy to thrive in a dynamic environment;
• Resilience and a positive attitude to handle challenges, shifting priorities, and pressure situations;
• Results-oriented mindset with a strong focus on customer satisfaction;
• Excellent verbal and written communication skills;
• Agility in problem-solving and identifying effective solutions;
• Commitment, accountability, collaboration, and the ability to build trusted relationships;
• Continuous improvement mindset, with a focus on innovation and operational efficiency.

In Return, We Offer

• A culture built on trust, accountability, and collaboration;
• An environment that values autonomy and trust, with flexible working hours and a hybrid work model;
• Continuous learning and professional growth opportunities;
• Space to propose, test, and implement new ideas, turning innovation into tangible results;
• Competitive compensation and a comprehensive benefits package;
• Safety, health, and well-being programs, including access to Wellhub and other quality-of-life benefits.

Additional Information

Work Location: Sorocaba, São Paulo, Brazil (the company is currently located in Barueri and is expected to relocate to Sorocaba in 2027).

This Position Will Be Open for Applications Until November 13, 2026