Technical Support Specialist

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

As a Technical Support Specialist at OTTO By Rockwell Automation, you will provide remote post-sales customer service and technical support to our growing list of customers globally. Don't worry if you encounter a complex technical challenge, we have a team of robotics engineers (the brain surgeons of robotics!) who will help you troubleshoot. You will report to the Director of Customer Success and work hybrid in Kitchener, ON.

Your responsibilities:

• Provide advanced level technical support to our customers.
• On-call escalation support.
• Organize warranty parts and repairs.
• Triage and customer assistance.
• Escalate tickets and coordinate engineering teams with support efforts.
• Onboard new customers.
• Be a customer advocate internally.
• Chase down solutions internally to deployed customer issues.
• Support our partners deploying systems at new customer sites.

The Essentials - You Will Have:

• High School Diploma or GED.
• Legal authorization to work in Canada is required. We will not sponsor individuals for employment visas, now or in the future, for this job opening.

The Preferred - You Might Also Have:

• 2 or more years of related experience.
• Strong communicator (written and verbal), with excellent phone and email manners.
• Well organized and responsive, with great problem-solving skills.
• Passionate about making people happy through exceptional service.
• Basic grasp of technology and robotics.
• Solid grasp of software architecture and IT systems.
• Ability to communicate technical ideas in an easy-to-understand way.
• Knowledge in ROS, Linux (Ubuntu), C, C++, Python, Data analytics.
• Hardware/electrical hands-on troubleshooting, computer networking, and applicable industrial standards.

What We Offer:

• Health Insurance including Medical and Dental.
• Health Care Spending Account (HCSA – dependent on the plan chosen).
• Employee Assistance Program (EAP).
• Retirement plans.
• Paid Time Off.
• Volunteering Time Off.
• Employer Savings Plan Matching (includes RRSP, TFSA, and EPSP).
• Employer Paid DC Pension.
• Maternity and Parental Leave Top-Up.
• Fitness Reimbursement Program.
• Flexible Work Schedule where you will work with your manager to enjoy a work schedule that can be flexible with your personal life.

This position is part of a job family. Experience will be the determining factor for position level and compensation.

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 candidate for this or other roles.

#LI-Hybrid

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Rockwell Automation is an Equal Opportunity Employer including disability and veterans. If you are someone with a disability and you need assistance or reasonable accommodation during the application process, please contact our services team at +1 (844) 404-7427.

We are an Equal Opportunity Employer including disability and veterans.

If you are an individual with a disability and you need assistance or a reasonable accommodation during the application process, please contact our services team at +1 (519) 618-4899.

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.