Senior Technical Support Specialist

Your Role
Job Title : Senior Technical Support Specialist
Location : Rock Hill, SC
Job Duties:
Power Technique North America LLC seeks Senior Technical Support Specialist at our Rock Hill, SC location. Responsible to architect and execute end-to-end technical service programs that maximize uptime, drive product reliability and sustain competitive advantage for PTNA's (Power Technique North America) portfolio, guaranteeing peak reliability, minimizing downtime and sustaining Atlas Copco's competitive edge.

Evaluate, adjudicate and analyze warranty claims using, when needed, SAP BKU and QM (Quality Management) modules, interfacing with Engineering, Production, Quality and to fast-track parts availability and implement corrective design modifications. Facilitate Technical Committee Meetings (TCMs) to assign corrective actions, verify resolution efficacy and ensure cross?departmental accountability, while maintaining action-item dashboards in Power BI.

Present advanced factory-training modules on Atlas Copco product technology- portable air compressors, pumps, generators, Energy Storage Systems, light tower, FleetLink Telematics and electronic controllers. Investigate warranty data and telematics insights (FleetLink) to identify failure trends, trigger preemptive service interventions, perform root?cause investigations and recommend design enhancements.

Serve as liaison for PTNA Customer Centers and distributors service specialists within Product Company (PC) departments, troubleshooting escalated field issues and deliver on-site engineering guidance. Govern the spare parts documentation lifecycle: coordinating development of exploded-view parts book, ensuring completeness, accuracy and timely distribution of updated and new parts books and proposals via SharePoint portals and SAP. Drive PQMs by synthesizing service data-driven quality metrics (failure rates, warranty cost) into actionable quality roadmaps and presenting to senior management.

Embed serviceability requirements into PTM product development processes: facilitating cross-functional service review, proposing design-for-service enhancements, modular component upgrades, standardized diagnostic ports and quick-release mechanisms, optimizing maintainability of new equipment. Monitor technical support performance metrics, lead continuous improvement initiatives and benchmarking service excellence against industry standards. Collaborate globally with Atlas Copco Group technical centers to harmonize service protocols and disseminate best practices.

Education and Qualifications/Skills and Competencies
Bachelor's degree in Mechanical Engineering, Industrial Engineering, Electrical Engineering, related Engineering disciplines, or a closely related field and seven (7) years of related experience required.

Work Experience

Seven (7) years of experience must include: Portable air compressors, pumps, generators, light towers, telematics and electronic controllers; BPCS; WOL(Warranty On Line); POL(Parts On Line); Toolbox; PowerConnect; MyQuest; QlikView; telematics platforms; controllers software (Parus, Deif Utilitary software, DSE Config Suite, CanPlus configuration, CanPlus Customizer); SAP/ERP data management; KPI dashboarding (Power BI, SAP Analytics Cloud); and SAP BKU.