Customer Support Specialist

On‑Site Software Support Engineer at Bastian Solutions

Bastian Solutions is seeking a
** Customer Support Analyst
** to work on‑site at a customer to provide premium level software support for Bastian’s custom software, Exacta. The role primarily involves supporting Premier customers, performing testing, documentation, and training the internal team, and assisting the internal operations team with technical issues when not actively supporting customers.

This position will primarily be working at a customer site in Burton, MI 48509.

• Write and execute MS SQL queries.
• Manage change management for Exacta software bug fixes and promotions.
• Create and manage change requests through the Exacta system with approvals.
• Coordinate software testing of changes and fixes with the customer and internal Bastian Software resources.
• Schedule installation of approved, tested changes into production.
• Manage software and drivers for printers used by the Exacta Suite, troubleshooting local printing on all stations.
• Troubleshoot root cause of isolated PC issues on Exacta stations.
• Communicate with Bastian Software Solutions Customer Support.
• Log tickets in Bastian Solutions’ online ticketing system for support that requires additional assistance.

• Achieve contract requirements for Customer Support.
• Set up application configuration for project modules after the Deployment Specialist creates the environment.
• Gather warehouse configuration and set up customer information on products, locations, zones, etc. in the test environment.
• Interface with the Project Manager and QA team to validate configurations in the test environment.
• Track testing issues in TFS with work items following existing processes.
• Solicit feedback from the Operations team to improve implementation processes and shorten timelines.
• Assist the QA group in developing test plans and performing testing as needed.
• Participate in testing, debugging, and supporting the Project team during implementation.

• First 3‑6 months training period:
  Overnight travel 30‑50%.
• Project implementation and post go‑live support: 5‑10% minimal travel.

• Bachelor of Science (Business or Computer Science).
• 2+ years of experience writing and executing MS SQL queries.
• Strong analytical skills.
• Excellent verbal and written communication skills.
• Enjoys working in software development and automation technology.
• Strong sense of customer service.
• Team player.
• Excellent problem‑solving capability (business and technical).
• Must be eligible to work in the USA long term without sponsorship.

Bastian Solutions, a Toyota Automated Logistics company, is an independent material handling and robotics system integrator providing automated solutions for distribution, manufacturing, and order fulfillment centers worldwide. Our team specializes in consulting, system design, project management, maintenance, and installation, sourcing the best equipment and automation technology to deliver exceptional service and flexibility to our customers.

• Health, Dental, and Vision Insurance
• 401(k) Retirement Plan with a company match
• Vacation/Holiday Pay
• Tuition Reimbursement
• Flexible Work Schedules
• Volunteer Work
• Professional Associations, Conferences, and Subscriptions
• Company Meetings & Events