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Controls Support Engineer
4 months ago
Job Title
Controls Support Engineer (Night Shift)
Alternate Locations
Salarpuria Sattva Magnificia, No. 78, Tin Factory Old Madras Rd, Dooravani Nagar,, Bangalore, IND-KA 560 038
Full-time/Part-time
Full-time
Job Description
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).
• 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
FLSA
Exempt