Technical Support Engineer

ATS Automation•Indianapolis, IN

27d•Hybrid

About The Position

The Technical Support 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
3 or more years of relevant experience
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 (Oracle is preferred)
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
Oracle is preferred

Responsibilities

Monitor service inboxes and manage ticket creation and updates (including Fusion).
Provide remote troubleshooting, service coordination, and issue resolution.
Conduct minor field service activities and travel as needed to support installations and repairs.
Support high-priority customer situations and de-escalate concerns.
Manage warranty and non-warranty service requests with customers and internal teams.
Assist with quotations, installations, upgrades, and RMA processes.
Coordinate with global teams (Spa, NL) and support site preparation.
Monitor contracts and renewals to maintain service coverage.
Identify and mitigate service-related risks.
Communicate proactively with customers and provide timely updates.
Build strong relationships and support long-term customer satisfaction.
Support development of service documentation, training materials, and procedures.
Maintain knowledge base and assist with process improvements.
Help manage equipment inventory, calibration, and maintenance schedules.
Assist with onboarding and technical training; develop product expertise.
Ensure adherence to company policies and ethical standards.