10585 N Meridian St. Third Floor, Indianapolis, Indiana 46290
2031 Nelson Miller Pkwy, Louisville, Kentucky 40223
The Controls Support Engineer'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 includes controls systems electrical design utilizing AutoCAD, PLC/PC programming, Human-Machine Interface (HMI) programming, customer training, acceptance testing and debug support on site, ensuring proper project close out process is followed, 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/Unified 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 with the Controls Sales and Systems Managers 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 close out.
Bachelor's degree in Engineering (or related degree)
Demonstrated skills in customer relations
Excellent technical problem-solving capability (hardware, controls)
Strong organizational skills
Enjoys helping customers both internal and external to the company
Enjoy working in team environment
Experience with AutoCAD or similar software
Experience with PLC programming
Experience with HMI programming
Experience in the material handling industry preferred
Controls Background preferred
Travel: Up to 15%-25%
Superior Performance Objectives:
Demonstrates commitment and passion for Bastian Solutions and our future
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)
Become expert on equipment, suppliers, and applications
Assists Design Engineers on quoting and system proposals
Willingness to step up and assist other positions within the Systems Group
Demonstrated Leadership and Management
Improve project execution processes
Consistently communicates with the Controls/Unified Support Manager both good news and bad news. Completes task list items in a timely manner
Willingness to learn all facets/jobs of the Controls Group
Consistently seeks improvement and higher standards
Keen sense of superior customer service
Proactive in addressing conflicts. Always stays professional through conflicts
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 Halo Employee
Comfortable operating autonomously
Team player. Happy, Positive, Energetic Attitude
Be the first point of contact for all Bastian Solutions support calls. Build up the support program to develop standard practices and procedures for support calls, SOP orders, warranty support, etc.
Work with Controls Group and Unified Support Manager to develop and operate the 24/7 Support Program
Develop Spare Parts list and follow up with customer to ensure parts are ordered and arrived onsite
Work with the Controls Engineers and Project Managers to develop and execute training programs for all projects.
Assist in ensuring all final As Built documentation is delivered to the customer including all drawings, training materials, and maintenance manuals
Maintain customer care website for existing customers
Assist Project Team with Acceptance Testing. Provide support to Project Manager in developing testing plan
Develop in depth understanding of all facets of material handling to include equipment, suppliers, and applications.
Timely completion of all reports and logs to include time reports and travel expenses
Provide input into standards and process development
Maintain consistent positive and enthusiastic attitude
Timely communication of all concerns and issues with the Controls/Unified Support Manager
Pursue professional training and certifications
Any and all job duties as assigned.
Bastian Solutions, a Toyota Advanced Logistics company, is an independent material handling and robotics system integrator providing automated solutions for distribution, manufacturing, and order fulfillment centers around the world. Our team specializes in consulting, system design, project management, maintenance, and installation, while sourcing the best equipment and automation technology. We take great pride in providing exceptional service and flexibility to our customers.
In addition to exciting work at a growing company, we offer the following benefits:
Health, Dental, and Vision Insurance
401(k) Retirement Plan with a company match
Flexible Work Schedules
Professional Associations, Conferences and Subscriptions
Company Meetings & Events
Bastian Solutions does not work outside recruiting agencies. No solicitation phone calls or emails please.
Bastian Material Handling