Remote Industrial Automation Support Engineer

Melbourne Archdiocese Catholic Schools Ltd; Melbourne; Hybrid; AUD 90,000 - 120,000; Full time

Benefits offered by this job

Calm mindfulness program

Volunteer time off

Donation matching programme

Employee Assistance Program

On-track wellbeing program

Online training library

Job summary

Rockwell Automation in Melbourne seeks a Remote Support Engineer to support customers across hardware and software portfolios, including controllers, HMI, and networks. The role operates within the Remote Support Services team in a hybrid environment and reports to the Team Lead, RSS.

You will troubleshoot complex issues, document findings, and collaborate with cross-functional teams to improve product support quality and customer satisfaction.

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 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.

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.

Skills

Analytical thinking

Troubleshooting

Customer focus

Team collaboration

Education

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

Tools

CCNA certification

PLC/HMI tools

Job description

Rockwell Automation in Melbourne seeks a Remote Support Engineer to support customers across hardware and software portfolios, including controllers, HMI, and networks. The role operates within the Remote Support Services team in a hybrid environment and reports to the Team Lead, RSS.

You will troubleshoot complex issues, document findings, and collaborate with cross-functional teams to improve product support quality and customer satisfaction.