Technical support manager

Your role

As Technical support manager, it will be your overall mission to lead, guide and support the technical support organization on their main activities in the most efficient way, for the PCS business. 
The function is located in the Production Company in Castello d’Agogna and will report to the General Manager.

What we expect from you?

We are looking for a highly motivated & driven person and a real teamplayer that is solution oriented: 

Projects:  

• Lead the technical support to timely execute the development projects (PCM), respecting what has been agreed in the Master Specification and taken into account design for life principles, budget, timing, lifecycle costs, maintenance costs, deliverables, training….

Product Quality:

• High involvement and close follow-up from the technical support team of the product quality in the field by analyzing the feedback from the CC’s through WAnT, FReT, myQUEST,… with all available tools as there currently are SAS VA, Power BI, etc 
• Ensure that you and the team members initiate counter actions with all involved departments to solve quality issues in a fast and efficient way.
• Introduce counter actions at CC’s and in production to improve the product quality.

Field Support: 

• Further implement augmented support as a first in mind toolset for technical support to improve the time to solution and to reduce delays due to travel time, ….  
• Focus on building Trax troubleshooting guides with the help of the Gecia team in order to increase the “selfsupport” of the local field service engineers so they can perform their tasks independent, prepared, efficient & safe in one go.
• Smartlink analyses and dashboards is an important input for solving problems happening in the field
• See that documents are/become available on the standardized platforms.  
• The goal is that the field becomes self-supportive and that firefighting becomes the exception.

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 ensure field competence is in pace with equipment development.
• Define and follow up the competence gaps in the customer centers and provide hands on product trainings for Customer Centers to close & prevent competence gaps and monitor their effectiveness. 

Team Coaching: 

• Build the structure and cross divisional mindset  to provide professional and timely day to day service support to the Customer Centers, in all required competences.   
• Manage the daily support processes, follow up on KPI's, take actions where needed.
• Manage the quality follow up meetings such as PQM and TCM, 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. 
• The function is a newly added in the organigram and you will get the chance to build the technical support part of it

Educational requirements

• Degree in technical disciplines: Mechanical, Electronic or Management Engineering or similar through experience.
• Training in Project Management (certifications such as PMP or Prince2 are a plus).
• Knowledge of data analysis and digital tools (e.g. Power BI, SAS VA). 
• Excellent knowledge of Italian and English

What you can expect from us?

Atlas Copco is a Swedish company, the Swedish human culture continues to flow through the veins of our employees in more than 90 countries.  It has a strong family vibe with a warm respect for each individual and we strive for strong diversity. We also invest heavily in our customers, in the environment, ... but first and foremost in our own people. In this way, we provide a stimulating environment in which you can develop your competencies on a daily basis. In addition, our family-friendly working atmosphere gives you the flexibility to find an optimal work life balance.
Would you like to get to know us? Hope to see you soon