Smartlink Platform Support Specialist

The Smartlink Platform & NPS Support Specialist is responsible for ensuring successful adoption, administration, and continuous improvement of the SMARTLINK platform and Falcon System within the assigned region. This role focuses on maintaining data accuracy, managing platform operations, and supporting sales and service organizations through proactive engagement, training, and process enhancements. The specialist acts as the regional point of contact for SMARTLINK and NPS related initiatives, working in close alignment with the corporate SMARTLINK team to drive connectivity, lead management, and customer experience excellence.

Roles and Responsibilities:

SMARTLINK Platform Support & Data Accuracy - Achieve 100% customer registration within the assigned region. Ensure accurate site and hierarchy data in the SMARTLINK platform. Act as platform administrator: Manage user roles, notifications, license approvals, duplicate resolution, SAP accuracy, and ticket follow-up. Address sign-in issues and user verification promptly. Follow up SMARTLINK requests per region to ensure timely resolution. Provide administrative support for service and sales teams, focusing on platform updates, innovation, and development. Ensure smooth approval processes for trials, licenses, and administrative actions under the supervision of the SMARTLINK team.

Regional Email Administration & Lead Distribution - Serve as the regional email administrator, overseeing all communications related to operations and sales, managing every automated lead received through the regional email and ensure timely follow-up in collaboration with the SMARTLINK team for remote diagnostic tickets. Distribute and track SMARTLINK-generated leads to the appropriate stakeholders, such as sales representatives, service coordinators, sales managers, service managers, or technicians, and maintain accurate lead assignment and follow-up processes to guarantee prompt engagement.

Training & Knowledge Development - Deliver SMARTLINK platform navigation for external customers and internal sales/service teams within the region, in collaboration with the SMARTLINK team.Support implementation of webinars for customers and internal training sessions for sales and operations. Provide proactive support to regional teams on SMARTLINK-related topics, ensuring alignment with corporate connectivity strategies. Train on connectivity-related tools and topics, with the supervision of SMARTLINK Team.

Marketing & Campaign Coordination - Collaborate with the SMARTLINK corporate team to implement campaigns, update marketing materials, and develop documentation. Support initiatives related to connectivity awareness, monetization strategies, and customer engagement. Assist in creating and distributing knowledge resources for SMARTLINK and related connectivity topics. Also coordinate with operations on NPS tasks.

Perform assigned duties in accordance with Atlas Copco standards, while always striving to understand the needs and expectations of the internal and external customer. Take whatever action is appropriate and required to get the job done and to establish and maintain communications with all people/employees considered necessary to get the job done.

• Experience with SMARTLINK and Falcon platforms.

• Strong analytical and organizational skills with attention to detail.

• Ability to train and support cross-functional teams effectively.

• Excellent communication and documentation skills.

• Familiarity with IIoT platforms, connectivity devices, and CRM tools is a plus.

Experience:

1-3years relevant experience.

Education:

Associate’s or Bachelor’s degree in Engineering, Marketing, IT, or related field.

Skills:

• Proficiency in SMARTLINK platform administration and connectivity.

• Strong understanding of connectivity processes and data accuracy requirements.

• Ability to manage multiple priorities and collaborate across sales, service, and corporate teams

• Competence in Microsoft Office Suite and knowledge of SAP systems

• Excellent compensation package, including a flexible benefits plan, and generous 401 (k) retirement plan
• Health insurance/ Dental insurance/ Vision insurance
• Competitive Paid time off
• Life & Disability insurance
• Base salary range $52,000 to $55,000. Salary based on knowledge, skills, and experience. Additional technical training provided for the most qualified candidate.