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Rockwell Automation · 3 days ago

Engineer, Remote Support (Controls)

United States

Full-time

Remote

Entry, Mid Level

2+ years exp

Rockwell Automation is a global technology leader focused on enhancing manufacturing productivity and sustainability. The Engineer, Remote Support will provide technical expertise and support for automation systems, resolving customer issues and contributing to customer satisfaction metrics.

HardwareIndustrial AutomationSales AutomationSoftware

No H1B

Hiring Manager

Anna Michele 🚩Rockwell Automation

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

FactoryTalk BatchPlantPAxControlLogixMicrosoft SQL ServerStudio5000Technical supportKnowledge sharingCustomer-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 2+ years of related experience

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

Knowledge of standard Rockwell Automation software: Studio5000, ControlLogix, DeviceLogix, Connected Components workbench (CCW), RSLinx, RSNetworx

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