Technical Support Manager

Atlas Copco Airpower N.V.; New York (NY); Hybrid; USD 108,000 - 120,000; Full time

Benefits offered by this job

Health and wellness programs

401(k) retirement plan with company-m

Paid family leave

Job summary

Atlas Copco Airpower N.V. is seeking an experienced Senior Technical Support Manager to lead a regional tech support team and drive customer experience improvements. The role demands deep engineering knowledge and proven leadership in high-stakes environments.

You will mentor teams, own escalation processes, and coordinate cross-functional efforts to resolve complex technical issues across multiple products and underlying technologies. Hybrid work options are available in the US.

Qualifications

• Bachelor's degree in engineering or related technical discipline.
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Responsibilities

• Owns and accountable for the overall performance of the regional tech support team, ensuring skills and behaviours are meeting (or exceeding) required standards, identifying performance gaps and driving improvements to ensure customer experience is maximized.
• Coaches at individual and team level to drive performance.
• Is primary escalation point for technical support within the region, utilizing the professional network and navigating the organization to remove barriers for engineers to drive case progression and sharing status and data to ensure escalated cases and other issues are visible to ensure that improvement plans to resolve issues and challenges can be built and driven.
• Assists staff members with all aspects of their job and handles problems of diverse scope requiring analysis of identifiable factors.

Skills

Semiconductor industry

Analytical skills

Troubleshooting

Presentation skills

Diagnostic techniques

Operational analysis

Six Sigma Black Belt

Leadership

Mentorship

Education

Bachelor's degree in engineering

Tools

Troubleshooting methodologies

Diagnostic tools

Job description

This position is responsible for the technical success of omni-channel support and technical guidance within the Global Support Organization for multiple products/ solutions and underlying technologies using superior expertise in technical skills, guidance, mentorship, and leadership.

You will:

• Managers are expected to deliver a superior customer experience by exhibiting our core principles.
• Sr Professional Staff. A seasoned, experienced professional with a full understanding of how to lead and develop a customer facing team focused on optimising the customer experience.
• Complete understanding and wide application of principles, theories, and concepts in the field. General knowledge of other related disciplines. Strong understanding of the various tools and procedures that a modern support organisation uses to accomplish the job.
• Works with minimal supervision, conferring with a supervisor on unusual matters.
• Requires daily decision-making capabilities and actions that may not be reviewed by superiors. Assignments are broad in nature and need ingenuity and originality to solve, but must also feed into a global strategy to ensure best practice is optimised and adhered to.
• Assists staff members with all aspects of their job. Works on problems of diverse scope where analysis of data requires evaluation of identifiable factors. May play a role in high-level projects that have an impact on the company's future direction. Must be able to communicate comfortably at multiple levels whether management or technical.
• Owns and accountable for the overall performance of the regional tech support team, ensuring skills and behaviours are meeting (or exceeding) required standards, identifying performance gaps and driving improvements to ensure customer experience is maximized. Coaches at individual and team level to drive performance.
• Is primary escalation point for technical support within the region, utilizing the professional network and navigating the organization to remove barriers for engineers to drive case progression and sharing status and data to ensure escalated cases and other issues are visible to ensure that improvement plans to resolve issues and challenges can be built and driven.

To succeed, you will need

You have aBachelor's Degree in engineering or related technical discipline or global equivalent in education or experience and 10 or moreyears of professional experience within Technical Support environment with two years experience in a management or leadership role. We are also looking for:

• Exerpeince within the semiconductor industry
• Extensive analytical, troubleshooting and presentation skills.
• Expertise in diagnostic techniques for both electrical, mechanical and software
• Operational Analysis - ability to analyze data, identify trends and improvement opportunities and create projects and programs to implement improvements
• Certified in and experience of using an established troubleshooting methodology (eg 8d, Kepner Tregow, Shainin Red X, Six Sigma Black Belt)

In return, we offer

• Benefits and Perks: Enjoy a benefits package including health and wellness programs, retirement savings, and employee assistance.
• We offer a strong retirement 401k plan with matching
• Family is important to us - so we also offer paid family leave, a health paternity/maternity leave & many other benefits for a health work-life balance
• Growth Opportunities: Access global training, mentorship, and career progression pathways to achieve your professional goals.
• We support you on your journey: individual learning opportunities, world-wide job opportunities or technical training from our academy.

Job location

This role offers a hybrid working arrangement, allowing you to split your time between working remotely and being on-site at one of our locations in OR,AZ,TX or NY!

We are an Equal Opportunity Employer!

Edwards Company considers for employment and hires qualified candidates without regard to race, religion, color, sex, sexual orientation, genetic information, gender, gender identity, gender expression, age, national origin, ancestry, citizenship, protected veteran or disability status or any factor prohibited by law, and as such affirms in policy and practice to support and promote the concept of equal employment opportunity and affirmative action, in accordance with all applicable federal, state, provincial and municipal laws.

No person shall be denied the equal protection of the laws of this state or any subdivision thereof. No person shall, because of race, color, ethnicity, national origin, age, disability, creed [or], religion, or sex, including sexual orientation, gender identity, gender expression, pregnancy, pregnancy outcomes, and reproductive healthcare and autonomy, be subjected to any discrimination in [his or her] their civil rights by any other person or by any firm, corporation, or institution, or by the state or any agency or subdivision of the state, pursuant to law.

Edwards is a global leader of vacuum and abatement systems. We are proud to lead the industry, pushing the boundaries of science to deliver innovative products which are intrinsic to everyday life, working in partnership with our customers and continually setting new standards. With over 150 years of rich heritage, Edwards is the partner of choice for tens of thousands of customers in critical applications around the world. Vacuum is required in diverse sectors, from the generation of power to the production of steel, to the challenging environments of space simulation and high energy physics research.

At Edwards, we believe there is always a better way. Our employees are full of ideas. When looking to add a new team member, we are looking for someone that can appreciate what the Edwards Team has done and bring their new ideas and perspective to enhance where we can go. At Edwards you get to be part of something big; we work globally, but also get the opportunity make a difference locally in our own discipline. We work hard to attract, motivate, develop and retain the best talent from the diversity of people across the globe. Our vision to be First in Mind, First in Choice relies on this strategy. We are an Equal Opportunity Employer.

Salary range is expected to be$107,500 - $120,000 annually. Salary is based on location average. Final salary may vary based on factors such as geographic location, experience, job-related skills, internal peer equity, etc.

Edwards is a leader in the vacuum and abatement markets. The brand’s products are essential for industries such as semiconductor, power generation, chemical and food processing. Edwards believes in working with customers to set new standards and creating environments where innovation thrives. This trailblazer prides itself on making a difference in areas that are intrinsic to people’s everyday lives – from the medical care they receive to the coffee they drink. Wherever there is vacuum, Edwards can also be found, leading the way. Edwards is a brand within Atlas Copco Group.