What are the responsibilities and job description for the Support Engineer (Engineering based role, not an IT support) position at Bastian Solutions?
Job Overview
A Support Engineer finds solutions (mechanical / electrical engineering) to problems with products and helps customers work through technical difficulties. The Support Engineer responds to customer needs 24 / 7 / 365. The role is responsible for : tracking and documenting customer issues, obtaining data for consultation with other business units on issues and resolution, and communicating with the customer on the status and resolution planned for their needs. The person in the role will champion design changes needed to meet customer needs and design short-term and long-term resolutions for products that are in the field. The person will also attend design reviews and provide insight to design for reliability, maintenance and repair and work through issues with legacy products and the various versions / releases of legacy products.
Job Functions
- Monitor incoming customer issues 24 / 7 / 365. On call would be shared by the team on rotation basis.
- Form plans to fix incoming customer issues.
- Escalate customer issues to other business areas for resolution and assistance.
- Design short- and long-term resolutions for products.
- Assist with design reviews.
- Interact with other customer service teams in other business units.
- Compile data for process and product improvements.
- Write reports that provide data to assist product improvements.
- Document status and plans for large field project to retrofit product offerings, such as conveyor.
- Assist in new product development design.
- Lead meetings with internal and external customers to resolve issues.
Travel Requirements
Preferred Skills and Required Qualifications
To learn more about us, click the following link -
About Bastian Solutions
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 :
Bastian Solutions does not work outside recruiting agencies. No solicitation phone calls please.
