Technical Support Manager

Atlas Copco is seeking a Technical Support Manager to lead omni-channel technical support success within the Global Support Organization. In this hybrid role based in Hillsboro, NY, you will manage and coach a regional team across multiple products, solutions, and underlying technologies, while serving as the primary technical escalation point to keep customer issues moving toward resolution.

What you’ll do

• Deliver a superior customer experience by demonstrating Atlas Copco core principles.
• Lead and develop a customer-facing team focused on optimizing the customer experience.
• Own and drive overall performance for the regional technical support team, ensuring required skills and behaviors are met or exceeded, identifying performance gaps, and implementing improvements to maximize customer experience.
• Coach individuals and the broader team to strengthen performance.
• Act as the primary escalation point for technical support within the region, using your professional network to remove barriers and help engineers progress cases, while sharing status and data so escalated issues remain visible and improvement plans can be built and driven.
• Assist team members with all aspects of their roles.
• Work on problems of diverse scope where data analysis involves evaluating identifiable factors.
• Contribute to high-level projects that can influence the company’s future direction.
• Communicate effectively at multiple levels, including both management and technical audiences.
• Make daily decisions where actions may not be reviewed by superiors.
• Feed into global strategy to optimize and adhere to best practices.

What you bring

• Bachelor’s Degree in engineering or a related technical discipline, or a global equivalent in education or experience.
• 10+ years of professional experience in a Technical Support environment.
• 2+ years of experience in a management or leadership role.
• Experience in the semiconductor industry.
• Extensive analytical, troubleshooting, and presentation skills.
• Expertise in diagnostic techniques for electrical, mechanical, and software systems.
• Operational Analysis skills to evaluate data, identify trends and improvement opportunities, and create programs and projects to implement improvements.
• Certification in and experience using an established troubleshooting methodology (examples include 8D, Kepner Tregow, Shainin Red X, or Six Sigma Black Belt).

Benefits

• Benefits and perks including health and wellness programs, retirement savings, and employee assistance.
• A strong retirement 401k plan with matching.
• Paid family leave, including health paternity/maternity leave, along with other benefits supporting health work-life balance.
• Growth opportunities through global training, mentorship, and career progression pathways.
• Individual learning opportunities, worldwide job opportunities, and technical training from the academy.

Hybrid role details

This position is hybrid, allowing you to split your time between remote work and being on-site at one of our locations in OR, AZ, TX, or NY. Job locations include Hillsboro OR, Chandler AZ, Dallas TX, and New York.

Employment information

• Functional area: Information Technology
• Legal entity: Edwards Vacuum, LLC
• Job type: Hybrid
• Salary: USD 107,500 - 120,000 per year
• Salary note: Salary is based on location average; final compensation may vary based on geographic location, experience, job-related skills, internal peer equity, and other factors.
• Minimum experience: 10 years
• Education: Bachelor’s Degree in engineering or a related technical discipline