Remote Support Engineer, Industrial Controls

Rockwell Automation is a global technology leader focused on enhancing productivity and sustainability for manufacturers. The Remote Support Engineer provides technical support for diagnosing and troubleshooting Rockwell Automation Control Products and serves as a liaison to customers, ensuring efficient resolution of technical issues.

Responsibilities:

• Respond to situations where first-line product support has failed to isolate or fix problems in malfunctioning equipment or software
• Report design, reliability and maintenance problems or bugs to design engineering/software engineering
• Provide support to customer/users where the product is highly technical or sophisticated in nature
• Support Rockwell Automation portfolio of Industrial Controls/Electronic Power Components solutions including network communication protocols, ex. Ethernet, DeviceNet, Logix etc
• Serve as company liaison to the customer, supporting multiple product families and various types of customer inquiries
• Manage customer interactions, set expectations, capture the issue/resolution/steps taken to troubleshoot,, execute the process and follow up in a timely manner
• Update and authors technical notes and other documentation with solutions to commonly experienced issues, how-to guides, videos, etc. to improve customer satisfaction and acceptance

Requirements:

• 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
• 2+ years of relevant experience
• Experience with Rockwell automation products
• Experience with industrial controls
• Experience in Electrical or Controls Engineering
• Ability to work between 8AM to 5PM with some evenings and weekend support, as needed