Controls Support Engineer II

Job Summary:

The Controls Support Engineer job position falls within the Bastian Support Team. The Controls Support Engineer  primary responsibility is to provide customer support to all existing Bastian Solutions customers worldwide.  This involves being available 24/7 for support calls (during support rotation), conducting phone troubleshooting, remote dial in support/troubleshooting, support escalation process, and as necessary on-site support (within India).  Collateral duties includes controls systems electrical design utilizing AutoCAD Electrical, PLC/PC programming, Human-Machine Interface (HMI) programming, customer training, debug support on site (within India), ensuring proper project close out process is followed, helping with ordering spare/replacement parts, preparing and following up on Annual Support Contracts, and proactive customer checkups/visits.  The individual will work directly with the Support Manager to ensure all customer needs are met in a timely manner as well as to the customer’s complete satisfaction.  The individual will work develop the customer support program to include post acceptance support and after-hours support.  The individual will work with other Systems and Controls personnel to coordinate and assist in project close out. 

Essential Functions:

• Be the first point of contact for all Bastian Solutions support calls and tickets.  Build up the support program to develop standard practices and procedures for support calls, orders, warranty, etc.

• Maintains satisfied customers by resolving issues quickly.

• Customer service, satisfaction, and goodwill during implementation and during support (as measured by our customers: repeat business and reputation).

• Communicate with other Bastian team members effectively. Keep your manager advised of schedule. Check and use voice mail / e-mail diligently. Maintain the team relationship.

• Willingness to step up and assist other positions within Bastian Solutions.

• Communicate strategic information regarding suppliers and customers.

• Become expert on equipment, suppliers, and applications

• Work with manager to develop processes to help support our team’s growth.  Be part of the rotating 24/7 on-call Support Program.

• Attend weekly Controls and Support meetings and other scheduled meetings on time.

• Helping with ordering spare/replacement parts for our customers. 

• Working with 3rd party vendors to quote additional support (onsite visits).

• Promote Bastian in all appropriate forums.

• Work with other Bastian team members to develop and execute training programs for projects. 

• Timely completion of all reports and logs to include time and expenses reports.

• Deliver small Support projects (within India) under budgeted time/hours and hardware cost.

• Provide input into standards and process development.

• Develop repeat customers.

• Contribute to project teams, providing help outside of controls support scope when required.

• Be a great team member and contributor within the office.

• Consistently communicates with the Support Manager both good news and bad news.

• Completes task list items in a timely manner.

• Proactive in addressing conflicts. Always stays professional through conflicts.

• Persistence in “good” and “tough” market conditions (staying power). Never give up attitude.

• Very organized and efficient in getting the “important” objectives done as opposed to the “urgent” tasks.

• Comfortable operating autonomously.

• Team player who maintains a consistently happy, positive, enthusiastic attitude.

• Attend training and become certified in applicable controls technologies or programs.

• Any and all job duties as assigned.

Preferred Skills:

• PLC/VLC programming experience required

• HMI programming experience required

• Panel design preferred

• Hands-on mechanical capabilities

• Extremely computer literate with MS Office products

• AutoCAD experience preferred

• Material Handling or Automation experience preferred

• Keen sense of superior customer service