Technical Support Engineer

Your Role

Provide fast, structured, high-quality technical support to reduce equipment downtime and improve customer satisfaction. Serve as technical escalation for complex mechanical and electrical cases, supporting Field Service Engineers, Customer Centers, and distributors with troubleshooting, documentation, and training. Contribute to product reliability through failure and warranty feedback.

You will:

• Technical Case Handling & Troubleshooting
• Act as technical escalation for Customer Centers, Field Service Engineers, distributors/OEMs, and customers; ensure timely support and ownership from intake to closure.
• Diagnose complex vacuum system issues, including electrical/controls (sensors, I/O, controller logic, VSD/PLC).
• Define troubleshooting plans, analyze field data, and provide actionable repair recommendations.
• Coordinate with Product Company/Global Technical Support for advanced root cause analysis and capture lessons learned.
• Service Process Support & Standardization
• Advise on commissioning, corrective actions, preventive measures, and service best practices.
• Maintain and improve technical documentation and reusable guidance.
• Ensure consistent communication and escalation discipline; support stable service routines regionally.
• Training & Knowledge Transfer
• Deliver technical coaching and training to improve first-time-fix and reduce repeat incidents.
• Translate complex topics into practical procedures and decision trees for the field.
• Product Quality & Continuous Improvement
• Drive structured failure, incident, and warranty reporting; support analysis with clear problem statements and containment actions.
• Identify recurring issues and propose corrective/preventive actions in processes, training, documentation, and service.
• Safety & Customer Focus
• Promote safe working practices, PPE use, and compliance with safety standards.
• Maintain a professional, customer-focused approach; collaborate across Service, Supply Chain, Sales, and Finance.

To Succeed, You Will Need

We encourage you to apply even if you don't meet every requirement. We value diverse experiences and perspectives. You have 3–5+ years in technical support, field service, commissioning, maintenance, or repair of industrial equipment (vacuum/rotating equipment preferred). Minimum Experience:

• Proven ability to handle complex troubleshooting cases end-to-end, including documentation and follow-up.
• Education / Technical Background
• Technical apprenticeship or degree (mechanical, mechatronics, electrical, industrial maintenance, or similar). Additional training in electrical troubleshooting, controls/VSD, pneumatics/hydraulics is a plus.
• Technical Know-How
• Strong troubleshooting skills in mechanical (pumps, bearings, seals, lubrication, overheating/vibration) and electrical/controls topics (sensors/I-O, wiring diagrams, fault codes, basic control logic, VSD/PLC interfaces). Ability to read and interpret technical documentation and translate findings into clear actions.
• Working Style / Competencies
• Structured problem solving, strong ownership, and ability to prioritize multiple cases under time pressure.
• Strong communication skills to guide technicians remotely and deliver training/coaching.
• Customer-oriented, collaborative, and disciplined escalation behavior.
• Tools / Language / Mobility
• Good computer skills; ERP/service tools experience is an advantage. English required; Spanish and/or French is a plus. Valid driver's license; willingness to travel and work in industrial environments.
• Technical Case Ownership & Escalations (55%)
• Own complex technical cases from intake to closure for VTS Aftermarket (remote and on-site support). Coordinate cross-functionally and escalate with complete technical evidence.
• Service Enablement & Standardization (25%)
• Strengthen service execution by providing troubleshooting routines, commissioning/service guidance, and reusable documentation. Reduce repeat incidents through consistent methods and clear communication.
• Training & Capability Building (15%)
• Deliver coaching/training to Field Service, Customer Centers, and distributors to improve first-time-fix, safety, and service procedures.
• Product Feedback & Continuous Improvement (5%)
• Ensure structured failure/incident/warranty reporting and contribute to reliability improvements through trend observations and corrective actions.

In Return, We Offer

• Culture of trust and accountability
• Lifelong learning and career growth
• Innovation powered by people
• Comprehensive compensation and benefits
• Health and well-being

Job Location

This role offers a hybrid working arrangement, allowing you to split your time between working remotely and being on-site at our Atlas Copco facility in either Michigan City, IN or Charlotte, NC, United States.

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