Job Summary
The Controls Support Engineering Lead job position falls within the Unified Support Team. The Controls Support Engineering Lead's primary responsibility is to provide customer support to all existing Bastian Solutions customers. 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. Collateral duties include controls systems electrical design utilizing AutoCAD Electrical, PLC programming, SCADA programming, customer training, debugging issues 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 check-ups/visits. The individual will work directly with the Controls Support Manager to ensure all customer needs are met promptly as well as to the customer’s complete satisfaction. The individual will work to 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 closeout.
Job Responsibilities
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.
- Independently handle complex problems while remaining under control
- Ensure tickets are executed effectively regarding time and function
- Willing to think creatively, take design risks, think outside the box
- Communicate with other Bastian team members effectively. Keep your manager advised of the 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 an expert on equipment, suppliers, and applications.
- 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 expense reports.
- Deliver small Support projects 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 Controls Support Manager both good news and bad news.
- Completes task list items promptly.
- Proactive in addressing conflicts. Always stay professional through conflicts.
- Comfortable operating autonomously.
- Team player who maintains a consistently happy, positive, enthusiastic attitude.
- Attend training and become certified in applicable control technologies or programs.
- Any and all job duties as assigned.
- Visti office atleast 1 day in a week or 2 days every fortnight.
Attributes
- Willingness to learn all facets/jobs of the Controls Group
- High accountability for customer outcomes and team performance.
- Keen sense of superior customer service
- Advanced troubleshooting expertise across multiple control platforms and hardware systems.
- Persistence in “good” and “tough” market conditions (staying power)
- Very organized and efficient in getting the “important” objectives done as opposed to the “urgent” tasks
- Willingness to help all Bastian Solutions Employees
- Ability to manage multiple priorities while maintaining exceptional quality and attention to detail.
- Role model on all Bastian Solutions Core Values
- Above all, a team player. Happy, Positive, Energetic Attitude
Travel Requirements
Description
% of Time Spent
10%
Preferred Skills & Qualifications
- PLC programming experience required
- SCADA 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
Requirements
Education Requirements
Min/Preferred
Education Level
Description
Preferred
4 Year / Bachelor’s Degree
Engineering or Technology plus 6 years of relevant work experience or
Years Of Experience
Minimum Years of Experience
Maximum Years of Experience
Comments
10
Industry (Material Handling) or Automation Experience if no degree
