Product Support Engineer

Atlas Copco Michigan City, Indiana
product support engineer team technical engineering insurance people drive spares learning tools safety lead
December 28, 2022
Atlas Copco
Michigan City, Indiana
Passionate people create exceptional things

Did you know that the solutions we develop are a key part of most industries? Electronics, medical research, renewable energy, food production, infrastructure and many more.

We�re everywhere! Working with us means working with the latest technologies and groundbreaking, sustainable innovations. With our inclusive and caring environment, you get the support and inspiration you need to grow.

Here, your ideas are embraced, and you never stop learning. Interested in being part of our team?

Join us on our journey for a better tomorrow.

The Role

We at Atlas Copco believe that there is always a better way. This spirit drives us to provide leading edge technology, innovative and sustainable products, as well as best in class service to our customers around the globe.

That s where you come in we believe our people make it happen. We provide a collaborative, inclusive and flexible work environment along with competitive compensation and comprehensive wellness & benefits programs.

The Purpose Of The Product Support Engineer Is To
  • Be the voice of the customer within the Product Company.
  • Investigate customer complaints and coordinate an effective response for every case, and track to resolution.
  • Implement our standard business tools and procedures including; TechConnect, Service Information Bulletins, PARS Failure Reporting and NEXUS quality/safety reoporting.
  • Act in a supporting for product warranty cases to help contain and resolve as part of the 8D process. Ensure corrective steps are well documented and that any actions required by service are assessed and actioned appropriately.
  • Organise and lead the local TCM (Technical Committee Meeting)
  • Contribute to the PQM (Product Quality Meeting) from a product and service perspective.
  • Track all TCM topics and help topic to be closed in a sustainable and efficient way.
  • Be the responsible person for answering technical queries coming from 1st Tier Technical Support in customer centers, and other questions (via TechConnect) in an efficient and timely way.
  • Drive CC7 engineering actives for locally sourced spares and complete PPAP evaluations for new vendors proposed to support the aftermarket requirements of legacy products.
  • Review local Engineering Change and Permit Requests, highlight action points for service and communicate to the different stake holders.
  • Update spares lists, Update SOP s and start the SIB process for Engineering Changes and Permit that have been approved.
  • Ensure spares meet the requirements of accredited bodies (CE, UL etc.) to ensure suitability for the region they are intended to be sold.
  • Ensure that new or updated Service Tool meets all requirements to be safe to be used. Update Service Tool database accordingly.
  • Assist the Vacuum Academy in creating training content (instructions, video s, troubleshooting guides) in order to provide the highest level of technical training and support to our worldwide Customer Centers.
What you can expect from us?
  • Excellent compensation package, including a flexible benefits plan, and generous 401 (k) retirement plan
  • Health insurance/ Dental insurance/ Vision insurance
  • Competitive Paid time off
  • Life & Disability insurance
  • Salary based on knowledge, skills, and experience.
What we expect of you?

Education And Experiences

Qualifications:
  • A strong technical background is required.
  • At least 3 years experience in a technical, quality focused environment.
  • Problem solving, corrective action, and quality improvement tools (FMEA, 8D, QFD)
  • Working knowledge of vacuum pumps design, manufacture and maintenance is highly beneficial. The candidate will need to spend time on the Manufacturing and Service assembly line to gain knowledge about the products.
  • Bachelor degree or equivalent experience in Mechanical or Electrical Engineering.
  • Good task management experience and skill
  • Good communication skills and enough maturity to accompany service people in visiting customers.
  • Pro-active, customer oriented, by maintaining regular contacts with the customer centers and giving them accurate and unambiguous advice.
  • As a real problem solver, you can deal with unexpected situations and implement a solution and you actively search for what caused this situation.
  • Good analysis skills, can evaluate data and information and structure and prioritize the tasks
Personality And Social Skills
  • Drive customer success: understand the customer needs and supports in a friendly and professional manner. Actively seeks feedback to accurately identify customer needs. Ensures customer relationships remain strong, providing innovative ideas and solutions to deliver customer centric solutions. Keen to improve customer experience.
  • Improve business results: Fosters a sense of urgency and drive in the team to address key issues and deliver results. Openness to change and high learning ability. Thorough and precise in executing their own work. Being competitive to negotiate the business strategies with internal stakeholders.
  • Lead him/herself: Passionately takes responsibility and accountability of own work. Knows personal strengths and weaknesses and modifies behaviors accordingly. Engage in activities to broaden their own knowledge and skills. Seeking feedback from others to constantly improve skills and enhance networks. Driven to get things done.
  • Focus on team success: Supports team decisions and promotes team spirit, placing the team s priorities above personal objectives. Collaborates, and coaches appropriately when working on projects, welcoming, and acknowledging the diverse perspectives and talents. Suggests creative ideas and innovative solutions and builds upon the new ideas and solutions offered by others.
  • Embrace sustainability: Maintains integrity even when working through competing priorities and interests. Follows stated practices and honors agreements and commitments. Puts safety and sustainability first and ensures others do the same. Raising flags when things go wrong.
Functional skills
  • SAP / Syteline experience useful.
  • Good / advanced level of O365, Visio, being able to quickly adjust to new systems and processes.
  • 3D CAD experience is beneficial.
Language Requirements
  • English at an advanced level
City

Michigan City, IN

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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