PTS Technical Support Manager
Functional area: Service
Country: Spain
City: Zaragoza
Company name: Grupos Electrogenos Europa, S.A.
Date of posting: Nov 13, 2024
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We are looking for a new technical support manager in the Power Technique product company in Zaragoza.
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 Zaragoza. You will lead the team of technical support specialists. You collaborate with colleagues within the product company and the divisional teams, both from Portable Power & Flow division as from PTS division. This position reports to the GM of the Product Company Zaragoza. You will be part of the global PTS technical support community team and report indirectly to the VP Operations & Technical Support of the PTS Division.
Mission
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 the Power Technique product company in Zaragoza. 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 to achieve the rapid implementation of product quality improvement programs for both new and existing products.
Goals
You will help develop new products through the project team meetings to ensure excellent serviceability and lowest lifecycle cost.
You will offer structured, and well-timed daily technical support to the Customer Centers.
You will provide excellent technical training to our Customer Centers ensuring they are equipped to provide service and technical support for our whole product portfolio.
You will provide steering and guidance to the TCM (Technical Committee Meeting).
You will report and follow up technical problems in the PQM (Product Quality Meeting).
You will analyze, report and improve our product quality by consistent measurement and follow up of warranty reporting.
You will support our CC's to solve quality problems by making relevant and traceable information available.
You will support the Technical Support organization in all markets we operate to be efficient, fast and effective in supporting end customers, rental companies and dealers.
You will visit customers and CC's looking for quality, support and serviceability improvements, focusing on increasing customer experience and creating value for Atlas Copco.
You will guide the development, implementation and promotion of new service products, service systems and routines.
You will create and ensure the introduction of state-of-the-art supportive tools and documentation, e.g., service instructions, service tools, software support, DIY videos.
You will manage hierarchically and closely collaborate with all PTS functions in the PC (the PTS PC Triangle), to align global aftermarket approach.
Experience requirements
Solid technical experience with generators, light towers, energy storage systems and pumps. 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 results. Drive for "continuous improvement".
You are result-oriented with a self-motivating personality.
Work ethics requirements
You are an Innovator, striving to create better solutions and ways to challenge the status quo. You value high standards, always finding better ways and not compromising on quality. You are customer-focused, and you embrace entrepreneurial thinking on all the way from identifying the customer needs to bringing the added value. You are resilient & agile, and you find opportunities in an ever-changing environment. You are open-minded & collaborative to accept new ideas, can learn from mistakes, willing to work in a team. You are result-oriented, with a "can do" attitude ready to go beyond the job description scope to find the best solution. You are passionate about making a better world, a true believer with full alignment on personal values.
Location
This position is based in Zaragoza, Spain.
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.
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