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Overview:

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 & 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. Additionally, provide technical support, training, and / or information of the Oil - Free and Industrial products built by the Houston Product Company (HPC) to the various Atlas Copco Compressors' internal and external customers as well as liaise with vendors of components and services. 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.

Customer Service (40%)

Review new products and designs through the Engineering PTM (Product Technical Meeting), the Project KOM (Kick Off Meeting), and the PRM (Production Release Meeting) to ensure these follow the guidelines of Airpower to implement the DFL (Design-For-Life) concept on products which will lead to the success of the aftermarket business. Report back to the Technical Support 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 collect information required for training presentations. Assist the Factory Engineering and Production teams with troubleshooting of problems on equipment during the FAT. Information of the PTM, KOM, and PRM will be made available, 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 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 maintain the troubleshooting database, TRAX, with GEICA support and to upload special tools required for HPC products into the Atlas Copco Tool House system. Other duties of the position are to provide details of spare components to the NSC (North American Service Center) which are required for CTS to ensure equipment reliability, performance, and customer satisfaction. This role will publish a field change as an ECB (Engineering Change Bulletin) after the Technical Support Manager has reviewed any ECO (Engineering Change Orders) to determine if it is applicable. Additional duties will be to providetraining information to the Customer Centers via a TSC (Technical Service Convention) and / or participate in classes at the Air Academy. This position will also perform occasional field audits of the CTS teams in the Customer Center to verify the knowledge provided by the factory has been successfully implemented.

Technical Support (30%)

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. Communications with the CC Technical Support teams will be primarily 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. Only after approval from the factory management team, a visit to customer sites (external) or Customer Centers (internal) may be required to inspect equipment involved in a special and / or difficult case when issues could not be resolved through the remote communication process.

Warranty Claims and Root Cause Analysis (30%) The role will review and process the various reports from the Customer Center through the MQ (MyQuest) ticket system, FFF (Fast Field Feedback), FReT (Failure Report) and WAnT (Warranty claims). Some may subsequently be processed into a TCM (Technical Committee Meeting) if the problems reported require additional support from the other teams within the factory. Failed components reported in FReT may require further analysis and can be returned to the factory via the RMA (Return Material Authorization). Any solutions or design changes arising of the TCM are then communicated back to the CTS teams through the appropriate channels, such as MQ or ECB. Reports from the field are to be summarized regularly into PQM (Product Quality Meeting), Warranty Reports, as well report the status of MQ tickets, FFF, FReT, and TCM. All will all be reviewed by the Technical Support Manager prior to the factory General Manager review.

Perform other duties as assigned.

Experience:

3-5 years of technical experience with industrial air compressors and dryers (Atlas Copco and / or other brands). Demonstrate an expertise with 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., 5+ 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, walking as well as lifting, pushing, pulling of boxes, pallets, or compressor and / or dryer components. 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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