Controls Support Engineer

The Controls Support Engineer primary responsibility is to provide customer support to all existing Bastian Solutions customers. Our Customer Support provides 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. Collateral duties includes controls systems electrical design utilizing AutoCAD Electrical, PLC/PC programming, Human-Machine Interface (HMI) programming, customer training, debug support on site, 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 Controls 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.

• 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.
• 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 (approx. once every 2 months).
• Working with 3rd party vendors to quote additional support (onsite visits).
• Timely completion of all reports and logs to include time and expenses reports.
• Deliver small Support projects under budgeted time/hours and hardware cost.
• Any and all job duties as assigned.
• This position will be at a client site located in Avon, IN

• BS in Engineering (Electrical or Mechanical) or technical discipline
• PLC/VLC programming experience
• HMI programming experience
• Hands-on mechanical capabilities
• Extremely computer literate with MS Office products
• AutoCAD experience preferred
• Material Handling or Automation experience preferred
• Excellent communication and documentation skills
• Able to be onsite in Avon, IN
• Must be legally authorized to work in the U.S. and able to work long term in the USA without sponsorship.