Automation Electrician

Bluescope; North Lismore; Hybrid; AUD 90,000 - 120,000; Full time

Benefits offered by this job

Mindfulness programs with Calm premium

Volunteer Paid Time off after 6 months

Volunteer and donation matching

Employee Assistance Program

On Track wellbeing program

On-demand digital course library

Job summary

Rockwell Automation, a global technology leader, is seeking a Remote Support Engineer to join the Remote Support Services team in Hawthorn, Melbourne. You will provide technical support for Rockwell hardware and software, helping customers resolve automation challenges across controllers, visualization, networks, and related technologies.

This hybrid role reports to the Team Lead, Remote Support Services, and offers opportunities to develop expertise, collaborate with engineering and product

Qualifications

• Bachelor's degree in Electronics, Mechatronics, Electrical Engineering, Computer Science or related field.
• Minimum 2 years of experience working with industrial automation products or systems.
• Strong analytical and troubleshooting skills.
• Excellent verbal and written communication with a customer-focused approach.
• Ability to work collaboratively in a fast-paced technical environment.
• Proficient in Japanese language is a must.

Responsibilities

• Provide technical support to customers via phone, chat, and email.
• Troubleshoot hardware and software issues across controllers, HMIs, and networks.
• Analyze and reproduce complex issues using available tools and environments.
• Document findings and resolutions in service tickets with clear customer communication.
• Collaborate with Engineering, Product Management, and Quality to resolve issues.
• Develop and share knowledge through articles and best practices.
• Mentor teammates and develop product area expertise.
• Contribute to continuous improvement of customer experience and support quality.

Skills

Analytical skills

Troubleshooting

Customer communication

Team collaboration

Education

Bachelor's degree in Electronics, Mechatronics, Electrical Engineering, Computer Science or related field

Tools

CCNA certification

Job description

Rockwell Automation is a global technology leader focused on helping the world’s manufacturers be more productive, sustainable, and agile. With more than 28,000 employees who make the world better every day, we know we have something special. Behind our customers - amazing companies that help feed the world, provide life-saving medicine on a global scale, and focus on clean water and green mobility -our people are energized problem solvers that take pride in how thework we do changes the world for the better.

We welcome all makers, forward thinkers, and problem solvers who are looking for a place to do their best work. And if that’s you we would love to have you join us!

Job Description

We are seeking a Remote Support Engineer to join our Remote Support Services (RSS) team based in Hawthorn, Melbourne .

In this role, you will provide technical support for Rockwell Automation's hardware and software portfolio, helping customers resolve complex automation challenges across controllers, visualization, industrial networks, condition monitoring, and related technologies. This is an excellent opportunity to develop expertise in industrial automation while supporting customers across a diverse range of industries and applications.

You will report to the Team Lead, Remote Support Services, and work in a hybrid environment.

Your Responsibilities:

• Provide technical support to customers through phone, chat, and electronic support channels.
• Troubleshoot and resolve issues involving Rockwell Automation's hardware and software products, including controllers, HMI, industrial networks, and related technologies.
• Analyze, reproduce, and investigate complex technical issues using available tools, test environments, and engineering resources.
• Document troubleshooting activities, findings, and resolutions in service tickets while maintaining a high standard of customer communication.
• Collaborate with Engineering, Product Management, Quality, and other teams to investigate and resolve product issues.
• Contribute to the Knowledge-Centered Service (KCS) process through the creation and maintenance of technical articles, knowledge assets, and best practices.
• Develop technical expertise in assigned product areas and share knowledge through mentoring, training, and team collaboration.
• Support continuous improvement initiatives that enhance customer experience, operational efficiency, and support quality.

The Essentials - You Will Have:

• Bachelor's degree in Electronics, Mechatronics, Electrical Engineering, Computer Science or related field
• Minimum 2 years of experience working with industrial automation products or systems.
• Strong analytical and troubleshooting skills with the ability to resolve complex technical problems.
• Effective verbal and written communication skills with a customer-focused approach.
• Ability to work collaboratively in a fast-paced technical environment.

The Preferred - You Might Also Have:

• Experience with industrial automation systems, including PLCs, HMIs, and industrial networks.
• CCNA or equivalent industrial networking certification.

What We Offer:

• Comprehensive mindfulness programmes with a premium membership to Calm
• Volunteer Paid Time off available after 6 months of employment for eligible employees.
• Company volunteer and donation matching programme – Your volunteer hours or personal cash donations to an eligible charity can be matched with a charitable donation.
• Employee Assistance Program
• Personalized wellbeing programs through our On Track program
• On-demand digital course library for professional development

At Rockwell Automation we are dedicated to building a diverse, inclusive and authentic workplace, so if you're excited about this role but your experience doesn't align perfectly with every qualification in the job description, we encourage you to apply anyway. You may be just the right person for this or other roles.

#LI-Hybrid #LI-CT1

Rockwell Automation’s hybrid policy aligns that employees are expected to work at a Rockwell location at least Mondays, Tuesdays, and Thursdays unless they have a business obligation out of the office.

Job Description

You will join the Remote Support team which handles broad range of customer inquiries in scope of Rockwell Automation and Allen Bradley software related questions for customers based in Japan providing support in Japanese language.

This is great opportunity to gain a highly complex knowledge and experience in Industrial Automation area and become specialist in one of many fields like PLC, SCADA, HMI, Power Control – Drives, Motion, Industrial Networks and many more.

Your Responsibilities:

• Provide customer support in Japanese language by troubleshooting customer issues via the phone, chat and SAQ (email response). Simulation and analysis of clients' issues using available resources. Research, verification, and resolution of reported issues.
• Have proficient level skills in Japanese language. Having upper to intermediate level skills in English language will be an added advantage
• Manage customer interactions including and not limited to, setting expectations with customers prior to concluding an interaction, capturing the customer issue/resolution/steps taken to troubleshoot within Service Ticket notes, executing the Knowledge-Centered Support (KCS) process and following up with customer(s) in a timely manner. Documenting technical solutions and best practices
• Serve as company liaison to the customer for multiple product families and various types of customer inquiries.
• Develop professional expertise. Applies company policies and procedures to resolve variety of issues.
• Participate in the establishment, measurement, and achievement of customer satisfaction metrics
• Adhere to all necessary company policies and procedures, standard operating procedures and completing company/organization-wide required documentation/trainings.
• Develop area(s) of expertise within core area of Rockwell softwares and deliver internal training/knowledge sharing to respective core area.
• Update and author Technical Notes and other documentation with solutions or workarounds to commonly experienced problems, installation practices that create problems, how-to guides, etc. to improve customer satisfaction and acceptance.
• Frequently interacts with peers and customers to gain cooperation of others or conduct presentations of technical information/project activities. Builds productive internal/external working relationships.
• Continuous improvement in products and technologies required to provide high level support for customers.

The Essentials - You Will Have:

• Bachelor of Science in Electronics, Electrical Engineering or Computer Science or related field
• At least 2 years' experience working with industrial automation products / systems

Proficient in Japanese language is a must

Expertise in Rockwell software such as FactoryTalk OperationSuite of products i.e FactoryTalk View Site Edition, ThinManager, FactoryTalk Historian Site Edition, FactoryTalk VantagePoint, FactoryTalk AssetCentre, FactoryTalk Metrics, FactoryTalk Transaction Manager, FactoryTalk EnergyMetrix, FactoryTalk Batch, PlantPAX etc. will be an added advantage

The Preferred - You Might Also Have:

• Experience with industrial automation systems, including PLCs, HMIs, and industrial networks.
• CCNA or equivalent industrial networking certification.

What We Offer:

• Comprehensive mindfulness programmes with a premium membership to Calm
• Volunteer Paid Time off available after 6 months of employment for eligible employees.
• Company volunteer and donation matching programme – Your volunteer hours or personal cash donations to an eligible charity can be matched with a charitable donation.
• Employee Assistance Program
• Personalized wellbeing programs through our On Track program
• On-demand digital course library for professional development

At Rockwell Automation we are dedicated to building a diverse, inclusive and authentic workplace, so if you're excited about this role but your experience doesn't align perfectly with every qualification in the job description, we encourage you to apply anyway. You may be just the right person for this or other roles.

#LI-Hybrid #LI-CT1

Rockwell Automation’s hybrid policy aligns that employees are expected to work at a Rockwell location at least Mondays, Tuesdays, and Thursdays unless they have a business obligation out of the office.