Senior Engineer, Remote Support

Rockwell Automation; Mayfield Heights (OH); Hybrid; USD 85,000 - 120,000; Full time

Job summary

A leading technology company is seeking a Senior Engineer for Remote Support to provide expert technical support and troubleshoot customer inquiries within the realm of industrial automation. This hybrid role is essential in enhancing customer experience and satisfaction, with responsibilities ranging from managing customer interactions to updating technical documentation. Candidates should possess a Bachelor's degree and substantial experience in automation systems.

Benefits

Health Insurance

401k

Paid Time off

Flexible Work Schedule

Parental and Caregiver Leave

Qualifications

• Bachelor's degree required.
• 5+ years experience in automation systems preferred.
• Ability to troubleshoot and manage customer issues effectively.

Responsibilities

• Provide technical support via voice, video, and email.
• Troubleshoot customer issues and manage interactions.
• Develop documentation for solutions to improve customer satisfaction.

Skills

Troubleshooting

Technical Support

Customer Service

System Expertise

Automation Technology

Education

Bachelor's degree

Tools

ControlLogix

CompactLogix

MicroLogix

Networking Protocols

Job description

Senior Engineer, Remote Support page is loaded

Senior Engineer, Remote Support

Apply remote type Hybrid locations Mayfield Heights, Ohio, United States United States of America Milwaukee (South 2nd Street) time type Full time posted on Posted Yesterday job requisition id R25-4490

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 thework 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 Senior Engineer, Remote Support, reporting to the Supervisor, Remote Support provides technical support to customers. They will handle system issues from start to finish and serve as a liaison to the customer for multiple product families and various types of customer inquiries.

Your Responsibilities:

• Provide technical support by troubleshooting and solving customer issues via voice, video, and email.
• Manage customer interactions by setting expectations with customers, capturing the customer issue/troubleshooting steps/resolution, executing the Knowledge-Centered Support (KCS) process, and following up with customer(s) in a timely manner.
• Achieve customer satisfaction as measured by feedback surveys.
• Adhere to company policies and procedures, and to team operating procedures.
• Complete company required documentation and trainings.
• Support our area of Automation, develop domain expertise within a core area of Automation, and mentor other engineers.
• 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.
• Understand and troubleshoot system level issues as it relates to the Connected Enterprise.
• Work independently to optimize work activities and revenue generation while providing support for customers.
• Handle the escalation of issues that involve interfacing with other products outside of our core area of support.

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:

• 5+ years of experience designing, starting up, and/or troubleshooting industrial automation systems.
• High level of system/product expertise on Rockwell Automation products including, ControlLogix, CompactLogix, MicroLogix, SLC & PLC5 Processors and I/O, Ethernet I/P.
• Experience configuring and troubleshooting industrial communication networks including ControlNet, DeviceNet, and EtherNet/IP.
• Specific expertise in applying automation technology to a process (e.g., burner management, press control, etc.)
• The ability to excel under high pressure work situations.
• Ability to interpret technical data and act upon it.
• Experience configuring and troubleshooting managed Ethernet switches and routers.
• Responsiveness, customer-centric mindset, collaborative, technical engineering expertise.
• Ability to work between the hours of 10am-7pm eastern time.

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 .

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.

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

#LI-Hybrid

#LI-TH1

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.

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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!