Job Description

Job Overview

The Controls Engineering Supervisor is responsible for the day-to-day supervision, deployment and remote as well as occasional in-person support of technical resources to our North American (NA) customers. Technical resources include Controls Systems Software Engineers and Engineers who are embedded at customer facilities.

The Controls Engineering Supervisor oversees the technical support of midscale custom projects, manages equipment upgrades in collaboration with other Comecer entities, maintains customer relations, and is responsible for the management of change for installed equipment. Acting as a liaison between customers and internal teams, this position ensures efficient contract execution, customer satisfaction, and improved upgrade timelines.

Essential Job Duties

Engineering Team Leadership:

• This individual will initiate continuous improvement initiatives, manage key performance indicators (KPIs), and ensure that customer satisfaction is exceeded. The Controls Engineering Supervisor will help ensure we drive value-added Controls throughout the life cycle of our equipment, which supports customers’ value drivers.
• Act as SME for Controls SW related issues and handle escalations from the SW engineering team
• Coordinate with the service and installation groups to ensure proper resources for project execution
• Help manage customer escalations and conduct problem-solving exercises to ensure continuous improvement in our regional support capabilities.
• Manage applicable departmental ISO procedures, guidelines, templates and best practices; participate in audits as needed
• Adhere to company policies, including but not limited to Time & Attendance and Expenses
• Coach and mentor team members to ensure customer satisfaction, continuous team development on new and expanding technical skillset, and compliance with company policies.
• Manage direct reports; performance; provide supportive and constructive feedback
• Support individual team member development towards their career aspirations.
• Provide weekly, and monthly reporting on key performance metrics.
• Actively encourage and implement initiatives to improve metrics and achieve department goals.

Upgrades and Support:

• Key customer contact for assigned projects. Responsible for customer satisfaction. Maintain regular contact (verbal and written) with key customer representative(s) ensuring all project events and issues are documented in writing.
• Provide technical support for custom midscale or key customer installations (e.g., critical installations in active labs that require customers to shut down production, first time installation of a Comecer product, Decanners, PHLs, dispensers,) to meet deliverables, timelines, and budgets.
• Coordinate equipment upgrades, working with Comecer service and engineering for smooth execution and customer satisfaction.
  • Provide presales analysis and SOW for upgrades and complex aftersales opportunities
• Responsible for handling both warranty and non-warranty service opportunities directly with the Customer in coordination with the Comecer Inc. service department.
• Conduct thorough needs assessments with the installation team for feedback to Comecer SPA (ECRs).
• Assists with preparing quotations and attend customer pre-order visits when required.
• Manage project risks including:
  • Assessment and Identification of risks
  • Develop and Implement Risk Mitigation Plan(s)
  • Forecasting

Fostering Customer Relationships:

• Be a key technical resource for Installation, validation and troubleshooting
• Communicate proactively with customers, addressing queries, concerns, and providing timely project updates.
• Establish strong customer relationships, build trust, and anticipate future needs for customer loyalty.

Additional Duties

Continuous Improvement and Documentation:

• Collaborate with the installation and service teams to create formal training documentation and practices.
• Document project execution details, maintaining accurate records of activities, configurations, and contracts.
• Provide and explain project files for all service jobs and custom installations.

Team Leadership:

• Holds team communications meetings on a regular basis.
• Encourages and mentors employees to ensure that the technical team’s morale and efficiency is maintained at the highest level.
• Lead by example.
• Manage projects and project teams in accordance with all applicable Comecer procedures.

Customer Relationship Management:

• Customer Advocate
• Deliver maximum customer satisfaction
• Pro-actively handle customer concerns
• Elevate customer issues when required to the next level of Comecer management
• Partnership with Comecer account manager to manage the customer
• Assists Sales Engineering with preparing quotations and customer interaction.

Compliance:

• Ensure that all business activities are performed with the highest ethical standards and in compliance with the ATS Code of Business Conduct.

General:

• Recruit, train, inspire and manage technical personnel
• Collaborate with Service and Quality Manager to define budgets and forecasts
• Liaison with Comecer Project Managers and Operations personnel.
• Any other duties commensurate with the position as may be assigned from time to time by the Service and Quality Manager

HSE Responsibilities

Employee Responsibilities for Health, Safety and Environment include:

All supervisors are responsible for creating a positive safety culture and maintaining a safe and healthy workplace. It is the responsibility of each supervisor to ensure that employees receive regular training regarding health, safety, and environmental matters. Each supervisor is also accountable to ensure that HSE matters are addressed in a timely manner and that compliance with both legislative and corporate requirements are maintained.

Supervisor responsibilities for Health, Safety and Environment include:

• Demonstrate leadership in Health, Safety and Environment compliance
• Hold team members accountable for health, safety, and environmental compliance as part of the annual performance review process
• Ensure that the requirements of the health, safety and environment management system are implemented and maintained
• Carry out hazard assessments, inspections, and audits as required by legislative framework and/or corporate requirements
• Ensure that training is provided to all departmental employees are per established training matrix
• Implement appropriate corrective measures for unsafe conditions and unsafe acts
• Ensure that appropriate equipment, materials, and protective devices are provided and maintained in safe condition
• Provide information, instruction, and supervision to employees
• Take every precaution reasonable in the circumstances for the protection of employees