Technology Services Engineer
The Role
The role of a Technology Services Engineer is to provide the highest level of customer satisfaction with every interaction we provide.
The prime candidate will work with the customer to help resolve any issue, this may be solving it directly or working with processes to escalate and solve using any Atlas Copco resource available.
Based out of Auburn Hills, Michigan, Atlas Copco Assembly Systems LLC is the global leader in providing fastening tools and assembly equipment to a world market. We have an unparalleled reputation in our industry and one that has consistently increased our customer base year after year because of superior problem solving skills, sales and service. We work directly with manufacturers, using state-of-the-art technology to bring product lines to the market.
View our Culture Video to learn more about our global and mission-filled culture.
We're ready for you, what are you waiting for?
The Team Goals Are:
- First time quality
- Proactive and never reactive
- Continuous improvement, both self and departmental
- Superior Customer Experience
What We Expect From You?
- Responsible for TechCover Products
- Answer phone calls, emails, web chats and SMS tickets within the allotted set timeframe for the product
- Within expected response time of the SLA
- Hours will be 24 hours a day and 5 days a week. Will be expected to cover 10 hours overlapping with other Technology Services Engineers.
- Coverage full time, Shift A. - 7:30am to 3:30pm, Shift B. – 1:00pm to 9:00pm, Floating on call 9:00pm to 1:00am
- The coverage line will be handed off to our German teammates from 1:00am to 8:00am.
- Each will “own” a set of TechCover or ALTURE products
- Ownership means responsible for maintaining knowledge, changes in SLA, training of others in department and ensuring its success
- Ensure TechCover support is represented in the Help Center
- Responsible for the Control Center, its cleanliness and software/hardware is running properly
- Schedule demos with sales when given 3 day advanced notice
- Train stand-in person in case of emergency or vacation
- Contribute to the Help Center on all TechCover products under your responsibility
- Respond to chat requests on WheresMyTool.com
- When closing a ticket, ensure the customer is satisfied and issue is marked Solved
- Ensure all responsibility related tickets are in Open, Pending or Solved
- Ensure all contacts are entered properly and completely
- Ensure Sales RSM (Service and MVI/GI/FNM) are copied on relevant tickets: Sales opportunities, service opportunities, larger and lingering issues
- Document all customer interaction
- Maintain and track time spent
- Identify where "Level 2" support ends and chargeable "Level 3" begins
- If you are responsible for specific product area, you are responsible for knowledgebase material and training the team
- Continuous contribution to the knowledge base content
- In-Field Service support 10-15% of time as necessary
What You Can Expect From Us?
- An inviting, family-like atmosphere
- Ample opportunities for professional development
- New challenges and opportunities to learn every day
- Outstanding company benefits
- Comprehensive onboarding and training program
- A rewarding, forward-thinking company culture with excellent company benefits
Start a journey of endless opportunities
At Atlas Copco we believe in challenging the status quo, always looking for a better way. Our leading-edge technology and great ideas enable us to innovate for the future.
We believe that passionate people make it happen. You are a brand ambassador and our face towards our customers. With us you drive your own professional journey and you are empowered to act.
We offer a wide range of interesting job roles and many opportunities to grow. This is where it begins – Join us at the Home of Industrial Ideas.