Atlas Copco Compressors Technical Support Representative in Rock Hill, South Carolina
Atlas Copco is a world leading provider of industrial productivity solutions. Our products and services range from compressed air and gas equipment, generators, construction and mining equipment, and industrial tools and assembly systems to related aftermarket and rental. In close cooperation with customers and business partners and with more than 140 years of experience, Atlas Copco innovates for superior productivity. Headquartered in Stockholm, Sweden, we presently have 40,000 employees located in 180 countries around the globe.
Primary role is to support the Customer Centers service personnel and ensure that the customers that purchased products produced at Rock Hill is properly operating and functional.
Technical Support Representatives provide aftermarket technical support, training and or/ information to internal and external customers, including assisting field operations in the resolution of challenging service issues.
Principle responsibilities include but are not limited to:
Field calls from AC/CP service techs
Evaluate and process warranty claims and prepare the monthly warranty data for accounting
Respond to e-mails and evaluate all issues being raised to the factory from the field regarding units produced at the Rock Hill Product Company.
Report issues to Engineering, Production, Purchasing, Quality, and/or Marketing.
Drive the Technical Committee Meeting (TCM) where issues and actions will be assigned to individuals and the issue resolution will be addressed by the appropriate department. Once every two weeks be the lead for the product that you are responsible for and add actions and issues into the database based on trends and meeting minutes.
Prepare ECB preparation for field service actions from the outcome of the TCM
Prepare and deliver the PQM presentations to the local and divisional PQM
Maintain Warranty on Line (WOL) data integrity
Enter data for MOL updates when releasing new products
Identify a vendor quality claim that results in substantial cost to Atlas Copco that yields a return of monies to the company.
Occasionally travel to customer sites to assist the customer
Create training material and factory training to support the customer center.
The ability to identify trends within the reported field issues, warrant claims, and other various communications that are causing customer dissatisfaction as well as high warranty / quality costs.
Manage and control the ECB preparation for field service actions
Assist in the resolution of field actions from a design standpoint. This can include 3D modelling, 2D drawings and design notification preparation or leading a field action prototype for validation and qualification testing.
4- year Engineering degree preferred
Strong knowledge of service tools and safe maintenance procedures
3-5 years proven field experience is preferred but not required
Good technical writing skills
Proficient in Excel
Knowledge of Access is a plus
Professional communicating skills a must
Relationship building skills needed
- Trade or Technical School (Certificate or Diploma) in Master Mechanics, or a four year college degree in Engineering (Mechanical, Electrical, Industrial)