Engineer, Remote Support

Technical Support Specialist

Mayfield Heights, Ohio, United States Milwaukee, Wisconsin, United States 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 You will provide technical support to Rockwell Automation customers, field engineers, technicians, and product support personnel who are diagnosing, troubleshooting, repairing, and debugging systems. You respond to situations where first-line product support has failed to isolate or fix problems in malfunctioning equipment or software. You will provide technical expertise for Rockwell Automation's Logix family of products including ControlLogix, CompactLogix, MicroLogix, SLC & PLC5 Processors, I/O, and their communications. You will report to the Remote Support Supervisor and have a hybrid schedule working in Mayfield Heights, Ohio or Milwaukee, Wisconsin.

Your Responsibilities:

• Provide technical support by troubleshooting and solving customer issues by phone, chat, and email.
• Manage customer interactions by: Set expectations with customers, Capture the customer issue/troubleshooting steps/resolution, Execute the Knowledge-Centered Support (KCS) process, and Follow up with customer(s) in a timely manner
• Be a liaison to the customer for multiple product families and various types of customer inquiries.
• Achieve customer satisfaction as measured by feedback surveys.
• Support our area of Automation and share knowledge with other engineers.
• Update and author Technical Notes and other documentation with solutions to commonly experienced problems, installation practices that create problems, and how-to guides to improve customer satisfaction and acceptance.

The Essentials - You Will Have:

• Bachelor's degree in Electronics, Electrical Engineering, Computer Science or related field
• 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:

• Experience working with industrial automation products/systems.
• 2+ years of experience
• Experience in a customer-focused environment

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.

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.