What are the responsibilities and job description for the Technical Support Engineer position at Atlas Copco?
Your role
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
You have 3–5 years in technical support, field service, commissioning, maintenance, or repair of industrial equipment (vacuum/rotating equipment preferred).
- 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 faciltiy in either Michigan City, IN or Charlotte, NC, United States.
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Uniting curious minds
Behind every innovative solution, there are people working together to transform the future. With careers sparked by initiative and lifelong learning, we are uniting curious minds, and you could be one of them.
Atlas Copco delivers innovative products and solutions that help businesses grow and drive progress. Our portfolio spans compressed air and gas systems and treatment, vacuum solutions, industrial power tools, assembly systems, and power and flow solutions. We bring a commitment to long-term success built on expertise, reliable service, and uptime. When you level up to the Atlas Copco experience you enter a partnership based on quality, sustainability, and ease of collaboration. The technology we bring, and the decades of experience support the future-proofing of your business. Atlas Copco is a brand within Atlas Copco Group.
Visit the Atlas Copco website
Uniting curious minds
Behind every innovative solution, there are people working together to transform the future. With careers sparked by initiative and lifelong learning, we are uniting curious minds, and you could be one of them.
Benefits:
Health Insurance, Vacation & Paid Time Off, 401K PlanSalary : $53,332 - $75,440