Remote Support Engineer - Hybrid, Industrial Automation

Coast2Coast Grounds And Gardens; Melbourne; Hybrid; AUD 90,000 - 120,000; Full time

Job summary

Rockwell Automation is seeking a Remote Support Engineer to join the Remote Support Services team, based in Hawthorn, Melbourne. The role involves providing technical support for Rockwell Automation hardware and software across controllers, HMI, industrial networks, and related technologies, reporting to the Team Lead, Remote Support Services.

A hybrid work environment is offered. You will work closely with Engineering, Product Management, Quality, and other teams to diagnose and resolve complex

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.

Job description

Rockwell Automation is seeking a Remote Support Engineer to join the Remote Support Services team, based in Hawthorn, Melbourne. The role involves providing technical support for Rockwell Automation hardware and software across controllers, HMI, industrial networks, and related technologies, reporting to the Team Lead, Remote Support Services.

A hybrid work environment is offered. You will work closely with Engineering, Product Management, Quality, and other teams to diagnose and resolve complex