Aftermarket Support Engineer

Aftermarket Support Engineer

At Atlas Copco Mafi-Trench, you will be part of a dynamic team working in a collaborative engineering and production environment that fosters creativity and innovation. Your contributions will be vital in assisting divisional sales and service representatives, engineering, field service, and aftermarket personnel to provide outstanding support in an accurate and timely manner.

Your role as an Aftermarket Support Engineer will frequently expose you to complex issues requiring you to employ your creative problem-solving skills along with your knowledge and experience. You will play a crucial part in supporting ongoing field activities and suggesting courses of action that minimize both technical and commercial risk to the company, thus ensuring our quality standards and customer satisfaction are upheld.

Compensation and Benefits

The compensation package offered will depend on the skill level of the individual applicant. The salary range for an Aftermarket Support Engineer / Senior Aftermarket Support Engineer is approximately $94,265.60 - $162.427.20 annually, paid bi-weekly. In addition, Atlas Copco offers industry-leading benefits including health care, a 401K savings plan, paid holidays, vacation days, sick time, parental leave, tuition assistance, a referral bonus, and an employee assistance program. Eligibility requirements apply. #LI-Hybrid

Your Responsibilities Include:

• Receiving, tracking, and investigating reported problems from internal and external stakeholders.
• Coaching field personnel and internal management on the best courses of action to address challenges.
• Making recommendations for product improvements based on valuable field feedback.
• Supporting Root Cause Failure Analysis (RCFA) investigations of field failures and issues.
• Developing and delivering technical training materials for both Atlas Copco employees and customers.
• Collaborating with various departments to gather necessary support from internal subject matter experts and vendors.

What You Will Learn:

• How to track and resolve technical support requests through the CRM Ticket system.
• Applying logical and structured troubleshooting methods to explore potential causes for issues and establish confidence in the technical solution for resolution.
• Supporting both technical and, if required, commercial negotiations.
• Providing direct customer support when required, which may include domestic or international travel.
• Gaining a deep technical understanding of the performance, mechanical, and electrical features of turbomachinery products.

Measuring Success:

• Responsiveness to technical support requests and concerns.
• Resolution of customer satisfaction issues and fostering long-term sustainable relationships.
• Efficient follow-up and tracking of multiple simultaneous issues.
• Exercising effective self-management and making informed technical decisions with limited input.
• Success in continuous improvement projects.
• Working collaboratively with team members and other departments to achieve shared goals.

Expectations:

• A BS degree (or equivalent experience) in Mechanical Engineering, Electrical Engineering, or a related field.
• Excellence in interpersonal relationships, including transparent communication, teamwork, and a positive attitude.
• Effective communication and collaboration skills to work with internal team members and across international locations.
• Capacity to manage multiple key customers, projects, and daily tasks efficiently.
• Willingness to travel nationally and internationally as required.
• General customer service skills, including patience, empathy, and the ability to address the needs of both customers and internal stakeholders.

About Your Team:

This role reports to the Aftermarket Applications Manager, and you will work as part of a dynamic team to help achieve departmental and company goals. Atlas Copco Mafi-Trench is situated on the beautiful Central Coast of California and specializes in manufacturing a wide range of Turbo Expanders and equipment that support sustainable resources. Our facility is a California Certified Green Business and has initiated the Think GREEN Initiative to significantly reduce landfill impact and carbon footprint.

At Atlas Copco Mafi-Trench, we are passionate about attracting talented individuals who are lifelong learners and natural problem solvers. Join us, and help us make a difference to our clients, people, and planet.