Senior Engineer, Remote Support

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.

• 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.

• 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.

• 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.

• 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.

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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 (844) 404-7247.

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.