Helpdesk Controls Engineer

Location: Hybrid - Greater Indianapolis Area (Home office located in Noblesville, IN)

Travel Requirement: Travel up to 40%

Salary Range: $75,000 - $85,000

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.

Key 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.

Qualifications:

• 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