PTS Technical Support Manager
Functional area: Service
Country: Italy
City: Padova
Company name: Varisco S.r.l.
Date of posting: Jan 24, 2025
Our solutions are a key part of most industries - electronics, medical research, renewable energy, food production, infrastructure and many more. Working with us means working with the latest technologies and groundbreaking, sustainable innovations.
Join us on our journey for a better tomorrow.
As the current PTS Technical Support Manager is moving into a new role within the Altas Copco Group, we are looking for a new member of the management team in the Power Technique Product Company in Padova.
You will be responsible for providing active support to our Customer Centers by offering professional technical training, support material, and problem solving. You will handle warranty and quality reporting. You will also actively contribute to the project development of the product company. This is carried out for all machines designed and manufactured in Padova.
You will lead a team that manages Technical Support and After-Market business, made up of:
* Technical Support Specialists
* Part Specialists
* Supply Chain Specialist
You will collaborate with colleagues within the product company and the divisional teams from both Portable Power & Flow as well as the PTS division. This position reports to the GM of the Product Company Padova. You will be part of the global PTS technical support community team with a dotted line to the Vice President Operations PTS.
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 Padova. 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 in order to achieve the rapid implementation of product quality improvement programs for both new and existing products.
The objectives for you and your team are:
* Actively participate in the development of new products via project team meetings to ensure the highest level of serviceability and lowest lifecycle cost.
* Offer structured, professional, and timely day-to-day technical support to the Customer Center.
* Manage hierarchically and closely collaborate with all PTS functions in the PC (the PTS PC Triangle) to align the global aftermarket approach. Functionally, the PTS triangle members are managed by their divisional PTS department manager.
* Provide the highest level of technical training to our Customer Centers ensuring they are equipped to provide service and technical support for our whole product portfolio.
* Provide steering and guidance to the TCM (Technical Committee Meeting).
* Report and follow up on technical problems in the PQM (Product Quality Meeting).
* Analyze, report, and actively improve our product quality via effective and consistent measurement and follow-up of warranty reporting.
* Support our CCs to solve quality problems by making relevant and traceable information available.
* Manage warranty claims and launch Service Campaigns.
* Support the Technical Support organization in all markets we operate to ensure efficient, fast, and effective support of end customers, rental companies, and dealers.
* Proactively visit Customers and CCs looking for quality, support, and serviceability improvements, focusing on increasing customer experience and creating value for Atlas Copco Group.
* Drive the development, implementation, and promotion of new service products, service systems, and routines.
* Create and ensure the timely introduction of state-of-the-art supportive tools and documentation, e.g., service instructions, service tools, software support, DIY videos, spare parts list.
* As Technical Support Manager PC Padova, the competence center for the Dewatering pumps pillar, you are part of the divisional Operations management team driving alignment and consolidation in technical support processes across all PT Product Companies and Customer Centers.
Experience requirements
* Proven experience with customers and/or vendors.
* Show evidence of the ability to organize and structure information and processes and to effectively coach a team.
* Have a solid understanding of the systems and processes that support our Service organization.
* Solid technical experience with dewatering pumps will be an asset.
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 both Italian and English is mandatory.
* Educational requirements: Technical University degree or similar experience.
Personality requirements
* The ideal candidate will have a strong drive for customer support and a sense of urgency.
* You understand the need for excellent communication to reach out to 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.
Location
This position is based in Padova (Italy).
Passionate people create exceptional things.
Did you know that the solutions we develop are a key part of most industries? Electronics, medical research, renewable energy, food production, infrastructure, and many more. We’re everywhere! Working with us means working with the latest technologies and groundbreaking, sustainable innovations. With our inclusive and caring environment, you get the support and inspiration you need to grow. Here, your ideas are embraced, and you never stop learning.
Interested in being part of our team? Join us on our journey for a better tomorrow.
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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