Atlas Copco Power Technique Service Customer Support Excellence

Since joining in January 2025, Sales Manager Lisa Bean has focused on understanding customer operations and delivering tailored service solutions. Her early insights revealed that uptime and timely access to parts are top priorities, challenges that Atlas Copco is uniquely equipped to address.

“Our scale gives us a real edge,” Lisa explains. “When lead times are tight, we can leverage our global purchasing power to secure parts faster than smaller competitors. That’s a huge advantage for our customers.”

With a centralised spare parts hub in Belgium, Atlas Copco can ensure rapid distribution to the UK, often delivering within 24 hours and maintaining a standard commitment of 2-5 working days. This logistical strength is backed by factory-trained technicians and a dedicated repair centre in Hemel Hempstead, ensuring expert support wherever it’s needed.

Innovation also plays a key role. FleetLink, Atlas Copco’s remote monitoring platform, allows customers to track equipment usage, location, and service needs in real time.

“It’s a game-changer,” says Lisa. “Customers can track their assets across multiple sites and get live alerts on performance or maintenance needs. The predictive maintenance aspect of FleetLink helps our customers reduce unplanned downtime by identifying service needs before they become critical.

Ultimately we feel we uniquely are positioned to provide the tools, including customer geofencing and product monitoring capabilities, so they can manage their fleets more efficiently and proactively.” Said Lisa.

However, behind every innovative system is a person making it work. For PTS, that person is often Aimee Crane, a Service Planner, who joined the team in March. Responsible for coordinating maintenance across the UK and Ireland, Aimee supports the full PTS product portfolio: from compressors and generators to light towers, energy storage and pumps.

“It can be challenging sometimes,” Aimee admits, “but it’s part of the job I enjoy, helping customers when they need us most.”

Whether it’s a compressor failure on a construction site or a warranty issue with emergency power equipment, Aimee is often the first point of contact. She assesses the situation, connects with technical support, and dispatches the right engineer, often within 24 hours.

One standout case involved a major power generator company facing an unexpected warranty issue. Aimee worked closely with the customer, tech support, and engineers to ensure the right expertise, parts, and logistics were in place. “It was a challenge,” she says, “but also really satisfying.”

Emma Leaf-Anderson, who leads the customer support team, highlights Aimee’s impact: “She’s been brilliant, not just in planning and deploying engineers, but also in managing parts deliveries, machine collections, and navigating the complexity of large-scale service bulletins.”

Together, Lisa and Aimee represent the dual strengths of Atlas Copco’s customer support: strategic scale and personal dedication. Whether it’s through advanced technology, rapid logistics, or hands-on coordination, PTS ensures that customers receive not just service, but peace of mind.