Controls Engineering Supervisor

About the Role

The Controls Engineering Supervisor oversees the day-to-day supervision, deployment, and support (both remote and occasional in-person) of technical resources for North American customers. This includes managing Controls Systems Software Engineers and Engineers embedded at customer facilities. The role involves technical support for midscale custom projects, equipment upgrades in collaboration with other Comecer entities, customer relations, and change management for installed equipment. Acting as a liaison between customers and internal teams, this position ensures 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.
  • Drive value-added Controls throughout the equipment lifecycle to support customers’ value drivers.
  • 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.
  • Actively 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.
  • Maintain regular verbal and written contact with key customer representatives, documenting all project events and issues.
  • Provide technical support for custom midscale or critical customer installations (e.g., installations requiring production shutdowns, first-time installations, Decanners, PHLs, dispensers) to meet deliverables, timelines, and budgets.
  • Coordinate equipment upgrades with Comecer service and engineering teams for smooth execution and customer satisfaction.
  • Conduct presales analysis and prepare Statements of Work (SOW) for upgrades and complex aftersales opportunities.
  • Handle both warranty and non-warranty service opportunities directly with customers 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 and identification of risks.
    • Development and implementation of risk mitigation plans.
    • Forecasting potential risks.
• 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 to deliver maximum satisfaction.
  • Proactively handle customer concerns and escalate issues to Comecer management when necessary.
  • 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:
  • Ensure 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 the Service and Quality Manager to define budgets and forecasts.
  • Liaise with Comecer Project Managers and Operations personnel.
  • Perform any other duties commensurate with the position as assigned by the Service and Quality Manager.
• Health, Safety, and Environment (HSE) Responsibilities:
  • Demonstrate leadership in Health, Safety, and Environment compliance.
  • 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 by legislative and corporate frameworks.
  • Ensure training is provided 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 in safe condition.
  • Provide information, instruction, and supervision to employees.
  • Take every reasonable precaution for the protection of employees.