Remote Support Engineer

Rockwell Automation; Milwaukee (WI); Hybrid; USD 65,000 - 90,000; Full time

Benefits offered by this job

Health Insurance

401k

Paid Time off

Parental Leave

Flexible Work Schedule

Job summary

Rockwell Automation seeks a Remote Support Engineer in Milwaukee, WI, a hybrid role supporting field engineers and product teams. You will diagnose, troubleshoot, and repair complex equipment and software across Rockwell's Industrial Controls portfolio, including Ethernet and DeviceNet protocols.

The position requires a Bachelor's degree and 2+ years in technical support, with some evenings/weekends as needed.

Qualifications

• Bachelor's degree required.
• 2+ years of relevant technical support experience.
• Experience with Rockwell automation products and industrial controls is preferred.

Responsibilities

• Respond to first-line product support failures and diagnose issues.
• Report problems to design/software engineering teams.
• Provide high-level technical support to customers and users.
• Support Rockwell portfolio including Ethernet, DeviceNet, Logix protocols.
• Serve as liaison to customers across multiple product families.
• Document issue resolutions and update technical notes for knowledge sharing.
• Maintain timely follow-up and customer satisfaction.

Skills

Technical support

Customer liaison

Education

Bachelor's Degree

Tools

Rockwell Automation products

Industrial controls

Electrical/Controls engineering

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

The Remote Support Engineer, reporting to the Remote Support Supervisor provides technical support to field engineers, technicians, and product support personnel who are diagnosing, troubleshooting, repairing and debugging systems. This position will support Rockwell Automation Control Products such as Circuit Breakers, Circuit Protection, Signaling Devices, Motor Starters, Printers/Plotters, and Rockwell Automation Communication Devices. This is a hybrid role based in Milwaukee, WI.

Your Responsibilities

• Respond to situations where first-line product support has failed to isolate or fix problems in malfunctioning equipment or software
• Report design, reliability and maintenance problems or bugs to design engineering/software engineering
• Provide support to customer/users where the product is highly technical or sophisticated in nature
• Support Rockwell Automation portfolio of Industrial Controls/Electronic Power Components solutions including network communication protocols, ex. Ethernet, DeviceNet, Logix etc.
• Serve as company liaison to the customer, supporting multiple product families and various types of customer inquiries
• Manage customer interactions, set expectations, capture the issue/resolution/steps taken to troubleshoot, execute the process and follow up in a timely manner
• Update and authors technical notes and other documentation with solutions to commonly experienced issues, how-to guides, videos, etc. to improve customer satisfaction and acceptance

The Essentials - You Will Have

Bachelor's Degree.

Legal authorization to work in the U.S. We will not sponsor individuals for employment visas, now or in the future, for this job opening.

The Preferred - You Might Also Have

• 2+ years of relevant experience in technical support roles.
• Experience with Rockwell automation products
• Experience with industrial controls
• Experience in Electrical or Controls Engineering
• Ability to work between 8AM to 5PM with some evenings and weekend support, as needed.

What We Offer

• Health Insurance including Medical, Dental and Vision
• 401k
• Paid Time off
• Parental and Caregiver Leave
• Flexible Work Schedule where you will work with your manager to enjoy a work schedule that can be flexible with your personal life.

To learn more about our benefits package, please visit at www.raquickfind.com.

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 [phone].

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.

Rockwell Automation, Inc. (NYSE: ROK), is a global leader in industrial automation and digital transformation. We connect the imaginations of people with the potential of technology to expand what is humanly possible, making the world more productive and more sustainable.

Headquartered in Milwaukee, Wisconsin, Rockwell Automation employs approximately 28,000 problem solvers dedicated to our customers in more than 100 countries. To learn more about how we are bringing the Connected Enterprise to life across industrial enterprises, visit www.rockwellautomation.com.

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!