Engineer, Remote Support

Rockwell Automation is a global technology leader focused on helping the world’s manufacturers be more productive, sustainable, and agile. The role involves providing technical support to customers and field engineers, troubleshooting and solving issues related to Rockwell Automation's Logix family of products.

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

Requirements:

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