Siemens Automation Electrician – Reliability & Upgrades

Bluescope; Melbourne; Hybrid; AUD 80,000 - 110,000; Full time

Benefits offered by this job

Mindfulness program

Volunteer PTO after 6 months

Donation matching

Employee assistance program

Wellbeing program

Online course library

Job summary

Rockwell Automation is seeking a Remote Support Engineer to join the Remote Support Services team based in Hawthorn, Melbourne. You will provide technical support across Rockwell's hardware and software portfolio, assisting customers in multiple industries and languages.

You will report to the Team Lead of RSS and work in a hybrid environment, with additional support for customers in Japan in Japanese. The role emphasizes troubleshooting, knowledge sharing, and collaboration with

Qualifications

• Bachelor's degree in Electronics, Mechatronics, Electrical Engineering or Computer Science or related field.
• Minimum 2 years of experience 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.

Responsibilities

• Provide technical support to customers via phone, chat, and email.
• Troubleshoot and resolve issues involving Rockwell Automation hardware and software.
• Document troubleshooting activities and resolutions in service tickets.
• Collaborate with Engineering, Product Management, and Quality teams to resolve product issues.
• Contribute to Knowledge-Centered Service (KCS) with technical articles and best practices.

Skills

Analytical skills

Troubleshooting

Communication

Collaborative

Education

Engineering degree

Tools

CCNA

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 the work 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.

We will additionally serve customers in Japan providing support in Japanese language.

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.

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'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.