Our solutions are a key part of most industries - electronics, medical research, renewable energy, food production, infrastructure and many more. Working with us means working with the latest technologies and groundbreaking, sustainable innovations.

Join us on our journey for a better tomorrow.

Purpose

The Service Quality Specialist plays a key role in ensuring the effective delivery and continuous improvement of Group IT services to meet business needs and agreed-upon standards. This position focuses on monitoring service performance, managing IT service relationships with business stakeholders, coordinating service-related projects, and driving initiatives to enhance overall service quality, efficiency, and user satisfaction.

Key Responsibilities

Service Performance & Quality Monitoring

• Monitor IT service performance against defined Service Level Agreements (SLAs) and quality standards.
• Generate and analyze reports on service metrics, identifying trends and areas not meeting expectations.
• Contribute to the definition, development, and maintenance of service catalogs, SLAs, and key quality metrics.

Relationship Management & Communication

• Develop and nurture strong working relationships between Group IT and assigned business units or client groups.
• Act as a primary point of contact and escalation channel for service-related inquiries and issues from stakeholders.
• Facilitate clear communication regarding service outages, planned maintenance, and service updates to affected stakeholders.

Continuous Improvement & Problem Management

• Analyze service delivery data, incident trends, user feedback, and process bottlenecks to identify opportunities for service improvement (quality, efficiency, cost).
• Drive and champion continuous service improvement initiatives based on data analysis and stakeholder feedback.
• Participate actively in the Problem Management process to identify root causes of significant or recurring issues and contribute to preventative measures.

Project & Change Coordination

• Coordinate the implementation of IT projects and operational changes that impact service delivery, focusing on smooth transitions and user readiness.
• Liaise between technical teams and business stakeholders during project rollouts or service changes.

Experience Requirements:

• Extended experience of successfully delivering IT services.
• Proven track record of cultural awareness while collaborating with your peers in the other regions.
• A broad knowledge of the different technologies used within Atlas Copco and available in the industry to give a good overall understanding of IT.
• Working knowledge of value and use of Standard IT processes and methodologies (i.e., ITIL, PMI and SDLC).
• Comfortable with working in a highly matrix global environment.

Educational/Personality Requirements:

• University degree or equivalent experience.
• Certification within ITIL (Foundation) is a benefit.
• Fluency in English, spoken and written is a must; second language encouraged.
• Competency is more than ever a combination of knowledge, experience, and attitude. Key behaviors of our candidate are:
  • A customer centric individual who understands customers’ needs and seeks to fulfill or exceed expectations.
  • A team player and natural diplomate who interacts and unites team members, customers, all stakeholders.
  • A methodic and structured achiever who can plan, organize, prioritize, assess, adapt, and deliver the promise.
  • A resilient person who can cope with change in an ever faster moving digital landscape and who can spread this attitude of self-sufficiency.
  • An innovative “there is always a better way" person with a positive, flexible, and responsive mindset who embraces and promotes the digital transformation (regardless of age)
  • Open-minded with a global mindset, curious to understand and learn new perspectives.
  • A person who complies with our DNA => Commitment – Interaction – Innovation

What we offer:

• At Atlas Copco, we're driven by the belief that there's always a better way. This ethos motivates us to deliver cutting-edge technology, innovative and sustainable products, and top-notch service to our customers worldwide.
• But it's not just about the work – we value our people and strive to foster a collaborative, inclusive, and flexible work environment.

Start your journey today!

Atlas Copco North America LLC (ACNA) is an Equal Opportunity Employer and Prohibits Discrimination and Harassment of Any Kind: ACNA is committed to the principle of equal employment opportunity for all employees and to providing employees with a work environment free of discrimination and harassment. All employment decisions at ACNA are based on business needs, job requirements and individual qualifications, without regard to race, color, religion or belief, national, social or ethnic origin, sec (including pregnancy), age, physical, mental or sensory disability, HIV Status, sexual orientation, gender identity and/or expression, marital, civil union or domestic partnership status, past or present military service, family medical history or genetic information, family or parental status, or any other status protected by the laws or regulations in the locations where we operate. ACNA will not tolerate discrimination or harassment based on any of these characteristics. ACNA encourages applicants of all ages.

Atlas Copco is a Swedish company, the Swedish human culture continues to flow through the veins of our 38,000 employees in more than 90 countries. It has a strong family vibe with a warm respect for each individual and we strive for strong diversity. We also invest heavily in our customers, in the environment, ... but first and foremost in our own people. In this way, we provide a stimulating environment in which you can further develop your competencies on a daily basis. In addition, our family-friendly working atmosphere gives you space in your agenda planning, so that your work and private life can be combined as easily as possible. www.atlascopco.com/compressor-jobs

Atlas Copco Compressors LLC is an equal opportunity employer and complies with all applicable federal, state and local fair employment practices laws. Atlas Copco Compressors LLC strictly prohibits and does not tolerate discrimination against employees, applicants or any other covered persons because of race, color, religion, creed, national origin or ancestry, ethnicity, sex, gender (including gender nonconformity and status as a transgender or transsexual individual), age, physical or mental disability, citizenship, past, current or prospective service in the uniformed services, genetic information, or any other characteristic protected under applicable federal, state or local law. All Atlas Copco Compressors LLC employees, other workers and representatives are prohibited from engaging in unlawful discrimination. This policy applies to all terms and conditions of employment, including, but not limited to, hiring, training, promotion, discipline, compensation, benefits and termination of employment.