Job Description

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.

Your Role

The Role:

As Technical Support Manager, it will be your overall mission to lead, guide and support the aftermarket support organization on their main activities in the most efficient way. You will be responsible to provide 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. You will also actively contribute to the development projects of the product company. This is carried out for all machines designed and manufactured in Product Company Chakan

We are looking for a highly motivated & driven person, a real team player that can lead the team to accomplish their main goals:

Projects:

• Lead your aftermarket support team to timely execute the PCM projects, respecting what has been agreed in the Master Specification & taken into account design for life principles, budget, timing, lifecycle costs, maintenance costs, deliverables, training, pricing. You collaborate with colleagues within the product company and the divisional teams, both from PTBA and CTBA as from PTS & CTS division. This position reports to the GM of the Product Company Chakan. You will be part of the global PTS,CTS technical support community team and report indirectly to the VP Operations & Technical Support

Product Quality:

• As Technical Support Manager, it is your mission to guarantee efficient, effective state of the art technical support to our Customer Centers for all products that are produced or designed in PC Chakan. You and your team will safeguard our product quality by ensuring that a spirit of continuous improvement exists via effective interaction with our Customer Centers, Engineering, Purchasing, Marketing and Manufacturing departments in order to achieve the rapid implementation of product quality improvement programs for both new and existing products.High involvement and close follow-up from the Aftermarket support team of the product quality in the field by analyzing the feedback from the CC\'s through WAnT, FReT, myQUEST , WOL, MOL\xe2\x80\xa6 with all available tools as there currently are SAS VA, Power BI, \xe2\x80\xa6
• Introduce counter actions at CC\'s & in production to improve the product quality.

Field Support & The objectives for you and your team are :

• Further implement augmented support as a first in mind toolset for Aftermarket support to improve the time to solution and to reduce delays due to travel time, \xe2\x80\xa6.
• Focus on building Trax troubleshooting guides with the help of the Gecia team in order to increase the \xe2\x80\x9cself-support\xe2\x80\x9d of the local field service engineers so they can perform their tasks independent, prepared, efficient & safe in one go.
• See that documents are/become available on the standardized platforms.
• The goal is that the field becomes self-supportive & that firefighting becomes the exception.
• Actively participate in the development of new products via the project team meetings to ensure the highest level of serviceability and lowest lifecycle cost.
• Offer structured, professional and timely day to day technical support to the Customer Centers
• Provide the highest level of technical training to our Customer Centers ensuring they are equipped to provide service and technical support for our whole product portfolio.
• Analyze, report and actively improve our product quality via effective and consistent measurement and follow up of warranty reporting.
• Support our CC\'s to solve quality problems by making relevant and traceable information available
• Support the Technical Support organization in all markets we operate in order to be efficient, fast and effective in supporting end customers, rental companies and dealers.
• Pro-actively visit Customers and CC\'s looking for quality, support and serviceability improvements, focusing on increasing customer experience and creating value for Atlas Copco
• Drive the development, implementation and promotion of new service products, service systems and routines.
• Create and ensure the timely introduction of state-of-the-art supportive tools and documentation. e.g. service instructions, service tools, software support, DIY video\'s, \xe2\x80\xa6

Training:

• Support our Air Academies with quality material, standardized simulators and troubleshooting exercises to perform trainings and decrease the time to competence of the field service engineers.
• Develop and provide technical training packages to assure field competence is in pace with equipment development.
• Define and follow up the competence gaps in the customer centres and provide hands on product trainings for Customer Centres to close & prevent competence gaps and monitor their effectiveness.

Team Coaching:

• Create a cross divisional mindset and manage a team that can offer structured, most professional and timely day to day service support to the Customer Centres, in all required competences.
• Manage the daily support processes in the team, follow up on KPI\'s, take actions where needed.
• Manage the PQM and TCM process and contribute to its effectiveness. The ultimate target being to reduce product warranty costs continuously.
• Coach and empower the service specialists/experts and give strong support in improving the effectiveness of the team.

To succeed, you will need

Experience requirements

Solid technical experience with the product portfolio of the product company.
Show evidence of the ability to organize and structure information and processes and to effectively coach a team of people.
Have 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 strong drive for customer support and sense of urgency.
You 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 result. Drive for \xe2\x80\x9ccontinuous improvement\xe2\x80\x9d.

You are result oriented with a self-motivating personality.

In return, we offer you

• A Friendly Family- like atmosphere
• New Challenges and new things to learn every day
• A culture known for respectful interaction , ethical behaviour and integrity
• Continuous Learning

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City
Chakan, Pune

Last Day to Apply

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.

Atlas Copco