Helpdesk Controls Engineer

ATS Automation•Indianapolis, IN

9d•$75,000 - $85,000•Hybrid

About The Position

The Helpdesk Controls Engineer is the liaison for Comecer Inc. customers to the Comecer Service team. They provide support to the field team regarding information and tools necessary to perform service activities. This position ensures efficient service execution, customer satisfaction, and improved service timelines. This position will include activities for Radiopharma, Pharma and Cell & Gene Therapy (ATMP) equipment and projects in North America.

Requirements

Bachelor’s degree or post- secondary education in controls, software or electrical engineering
An ability to work effectively with both internal cross functional teams and customers according to deadlines and under pressure-filled conditions is essential.
Self-driven, attentive to detail, consistent, and process driven.
Fluent in English, written and oral, second language in Italian is an asset
Experienced in the use of a CRM
Possesses excellent time management skills and can co-ordinate multiple service activities
Proficient with Microsoft software tools including Word, Excel and Power Point etc.
Experience managing budgets, financial forecasting and developing labor and material estimates.
Must be eligible and able to travel domestically & internationally, within 30 days from hire date and legally eligible to operate a vehicle, as this is an essential job function

Nice To Haves

second language in Italian is an asset

Responsibilities

Service Support:
Monitor Help Desk America and Service America email and create/update all service request tickets in our system and Fusion
Coordinate and support remote service support
Perform remote customer troubleshooting and repairs
Support and deescalate unfavorable/high profile customer interactions and situations while working closely with all relevant teams.
Responsible for handling both warranty and non-warranty service opportunities directly with the Customer in coordination with the Comecer Inc. service department.
Help coordinate preparing quotations via ticket creation and monitoring
Attendance at customer pre-order visits when required.
Monitor customer contracts and renewals proactively to maintain appropriate service coverage.
Assist with coordinating service and installation information with Spa and NL
Assist with site preparation before installations resulting in smoother installations
Assist with the process for customer requests for upgrades
Eventually, assist with customer RMA repairs in-house of certain equipment
Manage service risks including:
Assessment and Identification of risks
Develop and Implement Risk Mitigation Plan(s)
Other duties as assigned.
Fostering Customer Relationships:
Communicate proactively with customers, addressing queries, concerns, and providing timely updates.
Establish strong customer relationships, build trust, and anticipate future needs for customer loyalty.
Service Infrastructure:
Provide input and assist in the development of Service Documentation including service manuals, retrofit instructions, technical bulletins, and parts lists.
Assist with test equipment, QA equipment, and installation equipment inventory and calibration cycles
Research and assist in developing more efficient tools and processes to enhance productivity.
Manage and organize Inc.'s knowledge base, information storage, and training materials efficiently and productively.
Develop comprehensive maintenance schedules for existing contracts, including routine service and calibration.
Assist with technical training of new hires
Create a training jacket for the service/install team to better align projects with capabilities
Become efficient in all Comecer products especially new products to provide the best support possible.
Create work instructions and procedures for service activities
Work with Spa to access and transfer all important/useful information
Collaborate with the installation and service teams to create formal training documentation and practices.
Compliance:
Ensure that all business activities are performed with the highest ethical standards and in compliance with the ATS Code of Business Conduct.