PTS Technical Support Manager

Manager / Team Leader

As current PTS Technical Support Manager is moving into a new role within the Altas Copco Group, we are looking for a new member of the management team in the Power Technique Product Company in Padova. You will be responsible to provide active support to our Customer Centers by offering professional technical training, support material, and problem solving. You will handle warranty and quality reporting. You will also actively contribute to the projects development of the product company. This is carried out for all machines designed and manufactured in Padova.

You will lead a team that manages Technical Support and After-Market business, made up of:

1. Technical Support Specialists
2. Part Specialists
3. Supply Chain Specialist

You will collaborate with colleagues within the product company and the divisional teams, both from Portable Power & Flow as from PTS division. This position reports to the GM of the Product Company Padova. You will be part of the global PTS technical support community team with a dotted line to the Vice President Operations PTS.

Mission

As Technical Support Manager, it is your mission to guarantee efficient, effective state of the art technical support to our Customer Centers for all products that are produced or designed in Padova. You and your team will safeguard our product quality by ensuring that a spirit of continuous improvement exists via effective interaction with our Customer Centers, Engineering, Purchasing, Marketing and Manufacturing departments in order to achieve the rapid implementation of product quality improvement programs for both new and existing products.

The objectives for you and your team are:

1. Actively participate in the development of new products via the project team meetings to ensure the highest level of serviceability and lowest lifecycle cost.
2. Offer structured, professional and timely day-to-day technical support to the Customer Center.
3. You will manage hierarchically and closely collaborate with all PTS functions in the PC (the PTS PC Triangle), to align global aftermarket approach.
4. Provide the highest level of technical training to our Customer Centers ensuring they are equipped to provide service and technical support for our whole product portfolio.
5. Provide steering and guidance to the TCM (Technical Committee Meeting).
6. Report and follow up on technical problems in the PQM (Product Quality Meeting).
7. Analyze, report and actively improve our product quality via effective and consistent measurement and follow-up of warranty reporting.
8. Support our CCs to solve quality problems by making relevant and traceable information available.
9. Manage the warranty claims and launch Service Campaigns.
10. Support the Technical Support organization in all markets we operate to ensure efficient, fast and effective in support of end customers, rental companies and dealers.
11. Pro-actively visit Customers and CCs looking for quality, support and serviceability improvements, focusing on increasing customer experience and creating value for Atlas Copco Group.
12. Drive the development, implementation and promotion of new service products, service systems and routines.
13. Create and ensure the timely introduction of state-of-the-art supportive tools and documentation, e.g. service instructions, service tools, software support, DIY video's, spare parts list.

As Technical Support Manager PC Padova, the competence center for the Dewatering pumps pillar, you are part of the divisional Operations management team driving alignment and consolidation in technical support processes across all PT Product Companies and Customer Centers.

Experience Requirements

Proven experience with customers, and/or vendors. Show evidence of the ability to organize and structure information and processes and to effectively coach a team of people. Have a solid understanding of the systems and processes that support our Service organization. Solid technical experience with dewatering pumps will be an asset.

Knowledge

Good understanding and appreciation of the technical service processes in PC and CC environment. International experience and ability to work with a global organization are an advantage. Proven leadership skills. Experience in people management with the ability to motivate and develop. Excellent command of both Italian and English is mandatory.

Educational Requirements

Technical University degree or similar experience.

Personality Requirements

The ideal candidate will have a strong drive for customer support and a sense of urgency. You understand the need for excellent communication to reach out to the global organization. Be passionate about the service business and understand that a competent and motivated organization drives great results. Drive for "continuous improvement". You are result-oriented with a self-motivating personality.

Location

This position is based in Padova (Italy).

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