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Engineer, Remote Support 🔥


ENGINEER, REMOTE SUPPORT
Business Group Control Products and Solutions
No. of Positions 1positions","
Requisition Number 88120BR
Job Category Software and Engineering
Position Type Full Time
Relocation Eligible Not Applicable
Position Summary Rockwell Automation, the world's largest company dedicated to industrial automation, employs about 22,000 individuals globally, makes its customers more productive and the world more sustainable. Throughout the world, our flagship Allen-Bradley and Rockwell Software product brands are recognized for innovation and excellence, and serves customers in more than 80 countries worldwide.
When you choose Rockwell Automation, you join talented employees who have helped us establish our leadership position in the automation industry over the past century.
You join a diverse, inclusive and global community with a passion for innovation. A place where you can partner with great minds and inspiring people.
As much as we focus on our customers, we know our employees are key to our success and future. Helping you develop a rewarding career is a top priority. Because when you succeed, we succeed.

The primary responsibility of the Remote Support Engineer position is to provide technical support to Rockwell Automation customers, field engineers, technicians, and product support personnel who are diagnosing, troubleshooting, repairing and debugging systems. Remote Support Engineer will be responsible for providing technical expertise for Rockwell Automation Industrial Controls Safety Components products and technologies.

Essential Functions:
  • Provide customer support by troubleshooting and solving customer issues via the phone, chat and email.
  • Manage customer interactions including and not limited to, setting expectations with customers prior to concluding an interaction, capturing the customer issue/resolution/steps taken to troubleshoot within Service Ticket notes, executing the Knowledge-Centered Support (KCS) process and following up with customer(s) in a timely manner
  • Handle complex customer system issues from start to finish and serve as company liaison to the customer for multiple product families and various types of customer inquiries.
  • Participate in the establishment, measurement, and achievement of customer satisfaction metrics
  • Adhere to all necessary company policies and procedures, standard operating procedures and completing company/organization-wide required documentation/trainings.
  • Support entire core area of Industrial Controls Safety Components. Develop domain expertise within core area of Industrial Controls Safety Components 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 Connected Enterprise.
  • Work independently to optimize work activities and revenue generation while providing field service support for customers.
  • Handle escalations that involve interfacing with other products, or group of other products outside of their core area.
  • EOE, M/F/Disable, Vet
    Qualifications
    Basic Qualifications:
  • Bachelors degree
  • Legal Authorization to work in the US is required. We will not sponsor individuals for employment visas, now or in the future, for this job opening.
  • Preferred Qualifications:
  • Bachelor of Science in Electronics, Electrical Engineering or Computer Science
  • Typically requires a minimum of 2 years of related experience
  • Experience working with industrial automation products / systems.
  • Preferably Three years experience designing, starting up, and/or troubleshooting industrial automation systems.
  • High level of system/product expertise on Rockwell Automation products including but not limited to Industrial Controls Safety Components with communication on Ethernet.
  • Ability to handle high pressure work situations
  • Self-initiative, ownership, excellent listening skills, a drive to follow issues to resolution commercial sensitivity, and superb attention to detail.
  • Responsiveness, customer-centric mindset, collaborative, technical engineering expertise, and business acumen.
  • Specific expertise in applying automation technology to a process (e.g., burner management, press control, etc.)
  • Ability to interpret information gathered by tools and act upon it.
    • *This role can be worked out of our Milwaukee, WI office**
    This is a summary of the positions responsibilities and does not reflect the entire scope of work expectations
    Country(s) Dominican Republic
    Company Overview Over centuries, the world has evolved and advanced. New innovations change how we work. How we live. How things get made.

    The next industrial evolution is here a new test of intelligence for humans and machines. Where breakthroughs are hardwon and success requires sifting through overwhelming data for insights, clarity and confidence.

    Rather than fearing change, we embrace its possibilities. We know how to connect the imaginations of people with the potential of machines to make the world work better. More intelligent. More connected. More productive.

    We stand with the problem solvers, the builders, the makers, the innovators because we belong to that community. And we stand ready to lead the way. At Rockwell Automation, we are expanding human possibility.
    Work State/City Santo Domingo

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    The ability to work remotely increases employee happiness by 20 percent.