Service Technical Support (STS) Advisor - Digital Systems and Industrial Networks

Rotork; Bath; Remote; GBP 40,000 - 60,000; Full time

Job summary

A leading global flow control company is seeking a Technical Support Specialist to provide guidance on their products with a focus on Industrial networks. The role involves troubleshooting on-site issues, developing support procedures, and collaborating with global teams. The ideal candidate will have a background in electrical systems, strong analytical skills, and experience with industrial network protocols. Flexibility to work remotely is offered.

Qualifications

• Minimum of three years' experience with electrical systems and Industrial Networks.
• Comprehensive technical knowledge of open Industrial network protocols.
• Ability to interpret and analyze complex electrical systems and wiring diagrams.

Responsibilities

• Provide technical support and guidance on Rotork products.
• Reproduce on-site issues using demonstration equipment and identify root causes.
• Contribute to the development of product support procedures.

Skills

Technical support and guidance

Analytical problem solving

Configuration and troubleshooting of Ethernet networks

Interpersonal skills

Knowledge of industrial network protocols

Job description

Overview

Job Description: This pivotal role involves delivering exceptional levels of technical service to global customers, both internally and externally, with a specific emphasis on Industrial networks. Reporting to the Service Technical Support Lead, this role works closely with Engineering and Service teams across multiple global locations, providing support with troubleshooting activities on industrial networks. The position offers flexibility to be based anywhere in the world. Your primary responsibility is to offer technical support and guidance on Rotork products, with a key focus on Industrial networks such as Modbus, Ethernet, and Profinet. You will address customer queries by recreating on-site issues using demonstration equipment, identifying root causes, and providing feedback. Additionally, you will contribute to the development of product support procedures and documents to effectively resolve customer problems.

This role would ideal suit an analytical problem solver who thrives working to deadlines and under pressure within a customer service oriented environment.

Responsibilities

• Provide technical support and guidance on Rotork products, focusing on Industrial networks (Modbus, Ethernet, Profinet).
• Reproduce on-site issues using demonstration equipment, identify root causes, and provide feedback to product teams.
• Collaborate with Engineering and Service teams across global locations on troubleshooting activities for industrial networks.
• Contribute to the development and improvement of product support procedures and documentation.
• Support global customers (internal and external) with timely, accurate technical service.

Qualifications

• Minimum of three years' experience with electrical systems and Industrial Networks, encompassing both serial and Ethernet protocols.
• Comprehensive technical knowledge of various open Industrial network protocols, including their application, performance, benefits, features, comparisons, network tools, and troubleshooting methodologies.
• Configuration and troubleshooting of Ethernet networks.
• Common site wiring issues affecting communication networks (e.g., termination, ground loops, earthing).
• Demonstrated ability to interpret and analyse complex electrical systems, wiring diagrams, and product manuals.
• Self-autonomous to manage own workload.
• Self-motivated / enthusiastic with good practical skills and thorough approach to work.
• A high level of interpersonal skills will be required.
• Proactive approach to day-to-day work and problem solving.

Additional Information

Rotork is the market-leading global flow control and instrumentation company, helping our customers manage the flow of liquids, gases and powders across many industries worldwide. Our purpose is Keeping the World Flowing for Future Generations. For over sixty years, the world has relied on us to create the things that keep everything moving. From oil and gas to water and shipping, pharmaceuticals and food—these are the flows on which our modern world depends. Today we're respected and admired for our people, performance and products. Our success flows from our commitment to engineering excellence, and that's what we will always pursue, safely and sustainably. Rotork is going through an exciting period of change and growth, building on our existing market leadership. It's a great time to join us and make an impact in shaping the future of our business.