Real Estate Analytics & Automation Lead

Ifm Investors; Melbourne; Hybrid; AUD 80,000 - 105,000; Full time

Job summary

IFM Investors is seeking a Remote Support Engineer to join our RSS team in Melbourne. You will provide technical support for Rockwell Automation hardware and software across controllers, HMI, networks, and related technologies, helping customers resolve complex automation challenges.

You will report to the Team Lead and work in a hybrid environment from Hawthorn/Melbourne, collaborating with Engineering and Quality teams to drive knowledge sharing and continuous improvement.

Qualifications

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

Responsibilities

• Provide technical support to customers through phone, chat, and electronic channels.
• Troubleshoot and resolve issues involving hardware and software products.
• Analyze, reproduce, and investigate complex issues using available tools and environments.
• Document troubleshooting activities and resolutions in service tickets.
• Collaborate with Engineering, Product Management, Quality, and other teams.
• Contribute to Knowledge-Centered Service through technical articles and best practices.
• Develop technical expertise in product areas and mentor teammates.
• Support continuous improvement initiatives to enhance customer experience.

Skills

Industrial automation

Troubleshooting

Customer communication

Team collaboration

Education

Electronics/Mechatronics/EE/CS degree

Tools

Rockwell products

PLC/HMI networking

Job description

Remote Support Engineer

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