Technical Support Engineer

Your role Provide fast, structured, high-quality technical support to reduce equipment downtime and improve customer satisfaction. Serve as technical escalation for complex mechanical and electrical cases, supporting Field Service Engineers, Customer Centers, and distributors with troubleshooting, documentation, and training. Contribute to product reliability through failure and warranty feedback. You Will Technical Case Handling & TroubleshootingAct 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 & StandardizationAdvise 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 TransferDeliver 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 ImprovementDrive 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 FocusPromote 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 We encourage you to apply even if you don't meet every requirement. We value diverse experiences and perspectives. You have 3–5+ years in technical support, field service, commissioning, maintenance, or repair of industrial equipment (vacuum/rotating equipment preferred). Minimum Experience Proven ability to handle complex troubleshooting cases end-to-end, including documentation and follow-up.Education / Technical BackgroundTechnical apprenticeship or degree (mechanical, mechatronics, electrical, industrial maintenance, or similar). Additional training in electrical troubleshooting, controls/VSD, pneumatics/hydraulics is a plus.Technical Know-HowStrong 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 / CompetenciesStructured 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 / MobilityGood 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 accountabilityLifelong learning and career growthInnovation powered by peopleComprehensive compensation and benefitsHealth 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. #UWK 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 unite curious minds, and you could be one of them.