Senior Technical Support Specialist

Atlas Copco North America LLC; Rock Hill (SC); Sur place; USD 90 000 - 130 000; Plein temps

Résumé du poste

Atlas Copco North America LLC is seeking a Senior Technical Support Specialist in Rock Hill, SC. The role focuses on architecting and executing end-to-end service programs to maximize uptime and reliability across the PTNA portfolio.

Responsibilities include evaluating warranty claims using SAP BKU and QM, coordinating with Engineering, Production, and Quality, and leading Technical Committee Meetings. The candidate will present advanced training on product technology and support global service

Qualifications

• Bachelor's degree in Mechanical, Industrial, Electrical, or related engineering field and seven years of related experience.
• Seven years of experience must include portable air compressors, pumps, generators, telematics and electronic controllers; BPCS; WOL; POL; Toolbox; PowerConnect; MyQuest; QlikView; telematics platforms; controllers software; SAP/ERP data management; KPI dashboarding (Power BI, SAP Analytics Cloud) and SAP BKU.

Responsabilités

• Architect and execute end-to-end technical service programs to maximize uptime.
• Evaluate warranty claims using SAP BKU and QM modules, interfacing with Engineering, Production and Quality.
• Lead Technical Committee Meetings and track action-items with Power BI dashboards.
• Provide on-site engineering guidance to PTNA Customer Centers and distributors.
• Drive documentation lifecycle for spare parts, including exploded-view parts books and SharePoint/SAP updates.
• Collaborate with global Atlas Copco centers to harmonize service protocols.

Formation

Bachelor's degree in Mechanical Engineering, Industrial Engineering, Electrical Engineering, related Engineering disciplines, or a closely related field

Outils

Power BI

QlikView

SAP Analytics Cloud

SAP BKU

SAP/ERP data management

Description du poste

Job Title

Senior Technical Support Specialist

Location

Rock Hill, SC

Job Duties

Power Technique North America LLC seeks Senior Technical Support Specialist at our Rock Hill, SC location. Responsible to architect and execute end-to-end technical service programs that maximize uptime, drive product reliability and sustain competitive advantage for PTNA's (Power Technique North America) portfolio, guaranteeing peak reliability, minimizing downtime and sustaining Atlas Copco's competitive edge. Evaluate, adjudicate and analyze warranty claims using, when needed, SAP BKU and QM (Quality Management) modules, interfacing with Engineering, Production, Quality and to fast-track parts availability and implement corrective design modifications. Facilitate Technical Committee Meetings (TCMs) to assign corrective actions, verify resolution efficacy and ensure cross-departmental accountability, while maintaining action-item dashboards in Power BI. Present advanced factory-training modules on Atlas Copco product technology- portable air compressors, pumps, generators, Energy Storage Systems, light tower, FleetLink Telematics and electronic controllers. Investigate warranty data and telematics insights (FleetLink) to identify failure trends, trigger preemptive service interventions, perform root-cause investigations and recommend design enhancements. Serve as liaison for PTNA Customer Centers and distributors service specialists within Product Company (PC) departments, troubleshooting escalated field issues and deliver on-site engineering guidance. Govern the spare parts documentation lifecycle: coordinating development of exploded-view parts book, ensuring completeness, accuracy and timely distribution of updated and new parts books and proposals via SharePoint portals and SAP. Drive PQMs by synthesizing service data-driven quality metrics (failure rates, warranty cost) into actionable quality roadmaps and presenting to senior management. Embed serviceability requirements into PTM product development processes: facilitating cross-functional service review, proposing design-for-service enhancements, modular component upgrades, standardized diagnostic ports and quick-release mechanisms, optimizing maintainability of new equipment. Monitor technical support performance metrics, lead continuous improvement initiatives and benchmarking service excellence against industry standards. Collaborate globally with Atlas Copco Group technical centers to harmonize service protocols and disseminate best practices.

Education and Qualifications/Skills and Competencies

Bachelor's degree in Mechanical Engineering, Industrial Engineering, Electrical Engineering, related Engineering disciplines, or a closely related field and seven (7) years of related experience required.

Work Experience

Seven (7) years of experience must include: Portable air compressors, pumps, generators, light towers, telematics and electronic controllers; BPCS; WOL(Warranty On Line); POL(Parts On Line); Toolbox; PowerConnect; MyQuest; QlikView; telematics platforms; controllers software (Parus, Deif Utilitary software, DSE Config Suite, CanPlus configuration, CanPlus Customizer); SAP/ERP data management; KPI dashboarding (Power BI, SAP Analytics Cloud); and SAP BKU.