Controls Engineering Supervisor

About the Role

The Controls Engineering Supervisor is responsible for the day-to-day supervision, deployment, and support (both remote and occasional in-person) of technical resources for North American customers. This role oversees Controls Systems Software Engineers and Engineers embedded at customer facilities, manages technical support for midscale custom projects, equipment upgrades in collaboration with other Comecer entities, and maintains customer relations. The position acts as a liaison between customers and internal teams to ensure efficient contract execution, customer satisfaction, and improved upgrade timelines.

Responsibilities

• Engineering Team Leadership:
  • Initiate continuous improvement initiatives and manage key performance indicators (KPIs) to exceed customer satisfaction.
  • Act as Subject Matter Expert (SME) for Controls Software-related issues and handle escalations from the software engineering team.
  • Coordinate with service and installation groups to ensure proper resource allocation for project execution.
  • Manage customer escalations and conduct problem-solving exercises to improve regional support capabilities.
  • Oversee applicable departmental ISO procedures, guidelines, templates, and best practices; participate in audits as needed.
  • Adhere to company policies, including Time & Attendance and Expenses.
  • Coach and mentor team members to ensure customer satisfaction, continuous skill development, and compliance with company policies.
  • Manage direct reports, including performance reviews and providing supportive, constructive feedback.
  • Support individual team member development aligned with their career aspirations.
  • Provide weekly and monthly reporting on key performance metrics.
  • Encourage and implement initiatives to improve metrics and achieve department goals.
• Upgrades and Support:
  • Serve as the key customer contact for assigned projects, ensuring customer satisfaction through regular communication.
  • Provide technical support for custom midscale or critical customer installations to meet deliverables, timelines, and budgets.
  • Coordinate equipment upgrades with Comecer service and engineering teams for smooth execution.
  • Conduct presales analysis and prepare Statements of Work (SOW) for upgrades and complex aftersales opportunities.
  • Handle both warranty and non-warranty service opportunities in coordination with the Comecer Inc. service department.
  • Conduct thorough needs assessments with the installation team and provide feedback to Comecer SPA (ECRs).
  • Assist with preparing quotations and attend customer pre-order visits when required.
  • Manage project risks, including assessment, identification, mitigation planning, and forecasting.
• Fostering Customer Relationships:
  • Act as 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 to foster customer loyalty.
  • Serve as a customer advocate, delivering maximum satisfaction and proactively handling concerns.
  • Elevate customer issues to the next level of Comecer management when required.
  • Partner with the Comecer account manager to manage customer relationships.
  • Assist Sales Engineering with preparing quotations and customer interactions.
• Continuous Improvement and Documentation:
  • Collaborate with 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:
  • Hold regular team communications meetings.
  • Encourage and mentor employees to maintain high morale and efficiency.
  • Lead by example and manage projects in accordance with Comecer procedures.
• Compliance and General Duties:
  • Ensure all business activities adhere to the highest ethical standards and comply with the ATS Code of Business Conduct.
  • Recruit, train, inspire, and manage technical personnel.
  • Collaborate with the Service and Quality Manager to define budgets and forecasts.
  • Liaise with Comecer Project Managers and Operations personnel.
  • Perform other duties as assigned by the Service and Quality Manager.
• Health, Safety, and Environment (HSE) Responsibilities:
  • Demonstrate leadership in HSE compliance and create a positive safety culture.
  • Hold team members accountable for HSE compliance as part of annual performance reviews.
  • Ensure implementation and maintenance of HSE management system requirements.
  • Carry out hazard assessments, inspections, and audits as required.
  • Provide training to all departmental employees per the established training matrix.
  • Implement corrective measures for unsafe conditions and acts.
  • Ensure appropriate equipment, materials, and protective devices are provided and maintained.
  • Provide information, instruction, and supervision to employees for their protection.