Technical Support Engineer Controls

The Technical Support Engineer Controls is a critical role within the Lifetime Services (LTS) team, providing highly technical customer service and support, focusing on the TGW Controls solutions.  This position requires strong customer service and communications skills coupled with comprehensive technical knowledge in the areas of TGW controls.

In order to be effective in this job, a high level of experience (3-5 years) with TGW equipment and solutions is required.  The best candidates will be those with past experience.


  • Take remote support calls and take ownership in resolving issues related to TGW automated warehouse solutions for our customers.
  • Effectively, professionally and accurately use our call tracking system to record customer calls, provide regular updates, and record the final resolution.
  • Participate in on-site customer transitioning process to learn the unique customer system and environment in order to provide exceptional customer support.
  • Be an active driver to share your skills and knowledge for continuous improvement of the skills for the team.
  • Troubleshoot customer system errors, using judgment and experience to authorize and secure assistance, follow through with customer until issues are resolved.
  • Follow-up with root cause evaluation and resolution after initial issues are corrected.
  • Effectively use the TGW .SAV system or other  software systems as needed to diagnose and resolve customer system malfunctions or perform system maintenance.
  • Establish and maintain organized documentation and work methods for all remote support activities.
  • Maintain accurate, complete and timely customer service records and coordinate invoicing with Finance Department.
  • Actively work with the Controls group to learn next generation TGW controls installations.
  • Support coverage varies between days, nights and weekend


  • Associates degree, TGW apprenticeship program, or equivilant experience with Programmable Logic Contoller (PLC or Controls) , engineering or computer related discipline. 
  • Knowledge of and experience with S7 Siemans Controls systems. 
  • Experience with the TGW .SAV system or other system monitoring tools is imparative to being successful in this role
  • Excellent troubleshooting skills
  • Strong relationship building skills with high customer focus
  • Exceptional communication and presentation skills, with the abililty to guide customers through troubleshooting and problem resolution
  • Minimum of one or more years of equipment controls (and mechanical) experience, e.g. having being a commissioning engineer for Controls or SW systems, with specific experience in one or more of the products listed below:
    • TGW Commander
    • TGW Mustang-e, Mustang-r, Stratus and other mini-load stacker crane systems
    • TGW Stingray-s, Stringray-r, Stingray version 3 and 4, and other shuttle systems
    • TGW Kingdrive, TGW Ermanco and other conveyor systems
    • TGW Flashpick system
    • TGW Twister, Spectra and other tote and carton storage systems
    • TGW Magnus and other pallet sotrage systems
    • Other conveyor, sortation, diverting and other material handling equipment
  • Good understanding of network infrastructure, familiarity with TCP/IP, subnetting, switching & routing, Ethernet concepts
  • Team oriented approach
  • Familiar with virtualized operating systems with VMware
  • Not afraid to learn and participate in continuous improvement

A Plus If You Have:

  • Material handling experience
  • Experience with Allen Bradley or other Control systems
  • Microsoft Certification (MTA or above)
  • Relational databases (Oracle, SQL, etc…)
  • Object oriented programming
  • Programming skills, well versed in C#, C+, C++, VBA and/or Java
  • Familiar with virtualized operating systems with VMware

Travel Requirements

  • Travel required up to 25%

Leigh Baker

+1231 798 4547
Contract Type
Full Time - Permanent
Customer service
Grand Rapids, Michigan