Job Location : Remote
Shift : Night Shift (12:30 a.m. - 8:00 a.m.)
Job Summary
The Controls Support Engineer Level 2 job position falls within the Bastian Support Team. The Controls Support Engineer Level 2 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
