Technical Support Engineer Job Details | ATS Automation

ATS Corporation is a leader in automation solutions and is seeking a Technical Support Engineer to provide advanced remote technical support for freeze dryer systems. This role involves diagnosing complex issues, supporting global service teams, and contributing to the continuous improvement of equipment reliability and customer satisfaction.

Responsibilities:

• Provide expert-level remote troubleshooting support for freeze dryer equipment via phone, email, and digital tools
• Diagnose complex mechanical, refrigeration, electrical, and control system issues
• Support field service engineers during escalations and critical cases
• Act as a primary escalation point for high-priority technical issues
• Ensure timely resolution aligned with service response expectations
• Support global installed base across multiple freeze dryer platforms
• Collaborate with regional service teams to resolve customer issues efficiently
• Provide guidance for installation, commissioning, maintenance, and repair activities
• Ensure consistency in technical support standards across regions
• Develop and maintain technical documentation, troubleshooting guides, and service bulletins
• Capture and structure technical knowledge from field cases and escalations
• Contribute to defect tracking, root cause analysis (RCA), and continuous improvement loops
• Support creation of standardized service procedures
• Support training delivery for field service engineers and distributors
• Provide technical coaching during case resolution
• Contribute to development of structured training materials and programs
• Facilitate knowledge transfer across the service organization
• Interface with Engineering, Quality, and Product Management on recurring issues
• Support feedback loops on product performance, reliability, and design improvements
• Participate in design reviews and new product introductions (NPI) as technical expert

Requirements:

• Degree or technical diploma in Mechanical, Electrical, Refrigeration, or related field
• Equivalent technical experience considered
• 5+ years of experience in service or technical support of complex equipment
• Strong experience with freeze dryer systems (highly preferred)
• Background in refrigeration systems, vacuum systems, and process equipment
• Advanced troubleshooting of refrigeration systems (compressors, cooling circuits)
• Advanced troubleshooting of vacuum systems
• Advanced troubleshooting of mechanical assemblies
• Advanced troubleshooting of electrical systems and PLC controls
• Ability to read and interpret electrical schematics
• Ability to read and interpret mechanical drawings
• Ability to read and interpret P&IDs / process diagrams
• Familiarity with diagnostic tools and remote support systems
• Strong analytical and problem-solving skills
• Ability to work independently with minimal supervision
• High sense of urgency and customer focus
• Clear and effective communication across global teams
• Structured approach to problem solving and documentation
• Primarily remote technical support role
• Starting 6am US East Time or before is a must
• Interaction with global teams across multiple time zones
• Strong experience with freeze dryer systems