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
SUMMARY/SCOPE OF POSITION:
The primary responsibility of the Technical 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. Technical Support Engineer will be responsible for providing technical expertise for Rockwell Automation CompactLogix, ControlLogix and associated I/O products, Network, Historian, Transaction Manager, Asset center and Thin Manager software products and technologies.
SCOPE
Shift Job
#LI-Hybrid
You will report to India RSS Team Lead/Supervisor
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
- 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 Automation and independently applies knowledge.
- Develop area(s) of expertise within core area of Automation and deliver internal training/knowledge sharing to respective core area.
- 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.
EDUCATION REQUIREMENTS:
- Bachelor of Science in Electronics, Electrical Engineering or Computer Science or related field with at least two years related experience.
- At least one year experience working with industrial automation products / systems.
DESIRED SKILLS:
- Two years experience designing, starting up, and/or troubleshooting industrial automation systems.
- Understanding of Rockwell Automation products including but not limited to CompactLogix, ControlLogix and associated I/O products, Network, Historian, Transaction Manager, Asset center and Thin Manager software products and technologies.
- 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.
What We Offer:
Our benefits package includes
- Company volunteer and donation matching program - Your volunteer hours or personal cash donations to an eligible charity can be matched with a charitable donation.
- Employee Assistance Program
- Personalized wellbeing programs through our OnTrack program
- On-demand digital course library for professional development
