Regional Technical Support Liaison

About the role

Provide Technical & Warranty administration Support to Regional CTS Operations and Management Team. Work with field service operations to resolve special and difficult service issues and coordinate special projects relating to customer support and the Operations Team as initiated by the management team or Technical Support Competency Group. The position is a hybrid based role, allowing you to split your time between working remotely and being on-site at our West Springfield, MA office.

Responsibilities

• Review new products and product information from a field/aftermarket perspective to determine service feasibility and required aftermarket resources and/or services.
• Assist Service Managers in development of technicians to insure growth of technician knowledge including local training initiatives, monitoring formal training programs and making recommendations for continuous improvement of Direct technician work force.
• Liaise with the Technical Support Competency Group to expedite the timely and appropriate resolution of service issues that require special attention within the region.
• Warranty administration support for Direct Operations including review/approval of claims at the Service Manager prokura level and RMA tracking of warranty returns.
• Provide Technical Support for end users in a safe manner and direct the customer toward a Field Service intervention as appropriate.
• Special projects as assigned by the Regional Operations Manager or VP/GM.
• Perform assigned duties in accordance with Atlas Copco standards, while always striving to understand the needs and expectations of the customer. Take whatever action is appropriate and required to get the job done and to establish and maintain communications with all people/employees considered necessary to get the job done.
• Perform other duties as assigned.

Requirements

• 3-5 years of technical field service experience maintaining and repairing air compressors (Atlas Copco and other).
• Demonstrated expertise in the maintenance, overhaul and repair of a wide variety of Atlas Copco compressors.
• Strong mechanical and electrical skills, with understanding of mechanical and electrical components and ability to interpret wiring diagrams and relay logic.
• Minimum of a four‑year degree in mechanical engineering or related field, or equivalent experience (e.g., 10+ years).

Skills

• Self‑directed with excellent organizational, interpersonal, verbal and written communication skills.
• Proven business analysis skills.
• Proficient in Microsoft Office (Word, Excel).
• Valid driver’s license; travel required (~10‑15%).

Benefits

• Excellent compensation package including a flexible benefits plan.
• Generous 401(k) retirement plan.
• Health, dental, and vision insurance.
• Paid time off.
• Life & disability insurance.

Pay

Salary based on knowledge, skills, and experience; range is $75K – $95K.