Helpdesk Controls Engineer

• 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
• Communicate proactively with customers, addressing queries, concerns, and providing timely updates
• Establish strong customer relationships, build trust, and anticipate future needs for customer loyalty
• 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
• Ensure that all business activities are performed with the highest ethical standards and in compliance with the ATS Code of Business Conduct

• 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, oral
• 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

second language in Italian is an asset