The role:

The Atlas Copco is a global, industrial company. We are pioneers and technology drivers, and industries all over the world rely on our expertise. At Atlas Copco, we strive for a culture that encourages diversity of mind, inviting all voices to the table. Atlas Copco is seeking a top-flight Remote Quality Specialist. In this mission you will take an active role in driving resolution of identified product quality issues that impact our customers. This role will be responsible to coordinate activities to resolve product quality issues anytime the customer experience is compromised. This position reports direct to our Product Marketing Manager. This position requires exceptional self-management and communication skills. Our ideal candidate will maintain a high level of productivity and take initiative to drive continuous improvement. Additionally they will communicate will all levels of the organization in a professional and persuasive manner. For the last 148 years, Atlas Copco has been the Home of Industrial Ideas. With sustainability at the forefront of everything we do, our tools and our people have changed the world for the better.

A. Product Quality Issue Administration

• Develop, maintain and manage a running open issues deck for the most critical product issues impacting our customers.

• Work with Outside Sales to actively seek out and understand relevant information related to identified quality issues, such as customer expectations, business impact and expected resolution timing.

• Establish and document a clear, ongoing action plan for each identified issue, including needs, next steps, key milestones, due dates and person(s) responsible. Clearly document all information in the open issues deck (OID).

• For open issues, ensure pertinent information is logged in the QCM (Quality Claims Management) ticket.

• Work with Sales Management to assign priority to each issue based on customer impact and financial implications.

• Establish a strong working relationship with Product Marketing to understand the product portfolio.

• Schedule regular internal meetings to align with the appropriate local and divisional resources.

• Key performance indicators for this area:

  • Execute and lead monthly internal OID meetings

B. Driving Issue Resolution

• Think critically to recognize the true problem, flag potential root cause(s) and rule out external factors.

• Think creatively to solve challenging problems and be prepared to propose “outside-the-box” solutions as necessary.

• Understand all working operations, organizational structure and relevant contacts within ACTA related to product development, quality management and product management on a local and divisional level.

• Align the proper resources at the right time to effectively make progress toward issue resolution.

• Be constructively demanding of others within the organization and raise red flags at the right time as needed.

• Work with Product Marketing and Outside Sales to validate proposed solutions prior to implementation and issue closure.

• Key performance indicators for this area:

  • Daily maintenance of OID to document relevant internal actions, deadlines and responsibilities

C. Management of Customer Interactions

• Work directly with Outside Sales to deliver relevant updates to the customer in the spirit of transparency while maintaining a complete understanding of customer expectations.

• For each identified issue, understand and be able to explain how the product in question is being utilized and configured in the given application.

• Ensure all necessary information is gathered from the field pertaining to ongoing quality investigations.

• Create and maintain a shared space for tracking of customer interactions to improve efficiency of external communication.

• Key performance indicators for this area:

  • Regular maintenance of shared customer interaction portal

D. Outside Sales Efficiency

• Establish and maintain a close relationship with Outside Sales personnel to understand their roles and responsibilities, with a focus on improving Outside Sales efficiency and raise new ideas for improvement of existing processes.

• For each identified issue, establish and maintain full alignment with the responsible Outside Salesperson regarding customer needs, expectations and preferred communication channels and frequency.

• Assist the Outside Salesperson with arranging internal meetings and administrative tasks related to quality issue resolution.

• Ensure any and all proposed solutions meet customer expectations and align with Atlas Copco’s strategic goals per account.

• Key performance indicators for this area:

  • Complete follow through with responsible salespeople until issue closure

What We Expect of You

• At least 3 years working in a fast-paced quality management or technical support role.

• Basic knowledge of manufacturing and assembly concepts related to torque tools and basic plant floor error-proofing.

• Be innovative to generate new ideas for how our business can improve and incorporate the ideas of others into your own.

• Be a team-player who can align with other people within our organization and collaborate to improve the way we work.

• Be a facilitator who can set clear expectations with varying personnel as part of an international, cross-functional team while inspiring hard work to achieve complete customer satisfaction.

• Be a best-in-class communicator who can articulate needs related to technical industrial products effectively, both verbally and in writing.

• Have a tireless work ethic and be able to accommodate meetings and phone calls both during and outside of typical business hours, depending on the customer, time zone and situation. Due to the wide scope of required meetings and interactions in this role, minimal travel is expected but may be required in critical situations.

• Have the necessary technical skills, including advanced competence in Microsoft Office (primarily Excel, PowerPoint), Microsoft Outlook and Microsoft Teams. Be able to use internal systems and determine the best possible tools to use to optimize efficiency.

What You Can Expect from Us?

• Ample opportunities for professional development

• A culture known for respectful interaction, ethical behavior and integrity

• Access to global job opportunities, as part of the Atlas Copco Group

• New challenges and new things to learn every day

• Generous company benefits

• A fun, forward-thinking company culture

View our Culture Video to learn more about our global and mission-filled culture. We’re ready for you. What are you waiting for?

Passionate people create exceptional things
At Atlas Copco we believe in challenging the status quo, always looking for a better way. Our leading-edge technology enables us to innovate for a sustainable future.
We believe that people make it happen and with us you are empowered to act. Your ideas can make a real difference and contribute to the quality of life for people everywhere.
We offer a wide range of interesting job roles and many opportunities to grow. This is where it begins – Join us at the Home of Industrial Ideas.