PTS Technical Support Manager
hace 2 meses
Date of posting: Nov 13, 2024
Our solutions are a key part of most industries - electronics, medical research, renewable energy, food production, infrastructure and many more. Working with us means working with the latest technologies and groundbreaking, sustainable innovations.
Join us on our journey for a better tomorrow.
We are looking for a new Technical Support Manager in the Power Technique product company in Zaragoza.
You will be responsible for providing active support to our Customer Centers by offering professional technical training, support material, problem solving, and solution communication. You will handle warranty and quality reporting and actively contribute to the development projects of the product company for all machines designed and manufactured in Zaragoza.
You will lead the team of technical support specialists and collaborate with colleagues within the product company and the divisional teams, both from Portable Power & Flow division and PTS division. This position reports to the GM of the Product Company Zaragoza and is part of the global PTS technical support community team, indirectly reporting to the VP Operations & Technical Support of the PTS Division.
Mission
As Technical Support Manager, your mission is to guarantee efficient, effective state-of-the-art technical support to our Customer Centers for all products produced or designed in the Power Technique product company in Zaragoza. You and your team will safeguard product quality by ensuring a spirit of continuous improvement through effective interaction with our Customer Centers, Engineering, Purchasing, Marketing, and Manufacturing departments to achieve rapid implementation of product quality improvement programs for both new and existing products.
Goals for you and your team:
- Help develop new products through project team meetings to ensure excellent serviceability and lowest lifecycle cost.
- Offer structured and well-timed daily technical support to the Customer Centers.
- Provide excellent technical training to our Customer Centers, ensuring they are equipped to provide service and technical support for our whole product portfolio.
- Provide steering and guidance to the Technical Committee Meeting (TCM).
- Report and follow up technical problems in the Product Quality Meeting (PQM).
- Analyze, report, and improve our product quality by consistent measurement and follow-up of warranty reporting.
- Support our Customer Centers to solve quality problems by making relevant and traceable information available.
- Support the Technical Support organization in all markets we operate to be efficient, fast, and effective in supporting end customers, rental companies, and dealers.
- Visit customers and Customer Centers looking for quality, support, and serviceability improvements, focusing on increasing customer experience and creating value for Atlas Copco.
- Guide the development, implementation, and promotion of new service products, service systems, and routines.
- Create and ensure the introduction of state-of-the-art supportive tools and documentation (e.g., service instructions, service tools, software support, DIY videos).
- Manage hierarchically and closely collaborate with all PTS functions in the Product Company (the PTS PC Triangle), aligning global aftermarket approach.
Experience Requirements
Solid technical experience with generators, light towers, energy storage systems, and pumps. Evidence of the ability to organize and structure information and processes and effectively coach a team. A solid understanding of the systems and processes that support our Service organization.
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 English is required.
Educational Requirements
Technical University degree or similar through experience.
Personality Requirements
The ideal candidate will have a strong drive for customer support and a sense of urgency. Understand the need for excellent communication to reach out in 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. You are an innovator, striving to create better solutions and ways to challenge the status quo. You value high standards, always finding better ways and not compromising on quality. You are customer-focused and embrace entrepreneurial thinking from identifying customer needs to bringing added value.
You are resilient and agile, finding opportunities in an ever-changing environment. You are open-minded and collaborative, accepting new ideas, learning from mistakes, and willing to work in a team. You are result-oriented with a 'can-do' attitude, ready to go beyond the job description scope to find the best solution. You are passionate about making a better world, a true believer with full alignment on personal values.
Location
This position is based in Zaragoza, Spain.
Diverse by nature and inclusive by choice
Bright ideas come from all of us. The more unique perspectives we embrace, the more innovative we are. Together we build a culture where difference is valued and we share a deep sense of purpose and belonging.
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