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Rockwell Automation · 4 months ago

Senior Engineer, Remote Support

United States

Full-time

Remote

Senior Level

5+ years exp

Rockwell Automation is a global technology leader focused on helping the world’s manufacturers be more productive, sustainable, and agile. The Senior Engineer, Remote Support, will work with customers to resolve application and product issues, providing technical expertise for Rockwell Automation products and ensuring customer satisfaction.

HardwareIndustrial AutomationSales AutomationSoftware

No H1B

Responsibilities

Provide responsive support by phone, email, and chat to different internal and external users, ensuring expert assistance across diverse roles

Manage customer interactions by setting clear expectations, thoroughly documenting issues and resolutions using Knowledge-Centered Support (KCS) methodology, and ensuring follow-up to maintain customer satisfaction

Resolve complex customer issues across products from initiation to resolution, serving as the primary liaison and delivering expert, professional support

Contribute to the development, tracking, and achievement of customer satisfaction metrics by participating in initiatives that improve customer experience

Support the full scope of the Automation Control core area, develop deep domain expertise within Process Control and collaborate within a support team to deliver high-quality technical assistance

Create and publish knowledgebase articles, blogs, or videos for reference by customers and Rockwell Automation employees

Manage escalations involving products or product groups outside your core area, coordinating efforts to resolve complex customer issues

Occasionally cover a shift after hours and carry a weekend support phone to provide support for 24/7 customers

Comply with all relevant company policies and standard operating procedures, while completing required documentation and training to ensure understanding of organizational standards and expectations

Qualification

Rockwell FactoryTalk BatchPlantPAxControlLogixMicrosoft SQL ServerCustomer-focused mindset

Required

Bachelor's Degree in Relevant 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

Preferred

Typically requires a minimum of 5 years of related experience

5+ years of hands-on experience troubleshooting, implementing, and working with Rockwell's FactoryTalk Batch, with a solid understanding of its functionality and practical application in industrial environments

High level of system/product expertise on Rockwell Automation products including PlantPAx, FactoryTalk Batch, ControlLogix, Trusted, AADvance, 1715 SIL2, 1756 SIL2, FactoryTalk ViewSE and FactoryTalk Optix

Experience creating and configuring Microsoft Windows Server machines within a domain or workgroup, as well as working with Microsoft SQL Server, web-based applications, relational databases, and open-source projects

Responsive and customer-focused mindset—work well with others and efficiently share knowledge when supporting customers and collaborating with company partners

Expertise in applying automation technology to process environments and effectively interpret data from diagnostic tools to demonstrate practical usage and insights