Associated Product Specialist
Rockwell Automation
Bengaluru, Karnataka, India
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 the work 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 -Provide technical support and issue resolution for Rockwell Automation employees (sales people, customer care, product management, business unit users, etc.), distributors, and customers (System Integrators, OEMs, End User Customers, EPCs, Panel Shops, Consultants, etc. Manage technical support requests for software such as ProposalWorks, CrossWorks, Standards Builder, MCS Star, Product Configurator, and others are required. Assess technical support requests, research answers and resolutions, and share with initiators of the requests. Maintain a knowledge base of answers for use in addressing future requests. Maintain an aging report of support requests dependent on answers from tier 2 support providers (product owners) and tier 3 support providers (development team) and use that aging report to drive routine follow up. Manage customer drawing (DWG, STP etc.) requests received. When customer drawings do not exist, forward to applicable product manager for fulfillment. Maintain aging report of these requests to drive routine follow-up. Provide updates for support and drawing requests to requestors on a routine basis. Escalate requests not receiving sufficient attention to Program Manager and Leader. When necessary, collaborate with development team to correct programming issues identified by requestor. Validate answers provided by tier 2 and tier 3 support before communicating to requestor. TRAVEL REQUIREMENTS - This position will require travel; actual travel necessary will vary with business conditions EDUCATION REQUIREMENTS - Bachelor's degree in electrical engineering, electronics, instrumentation, mechanical engineering, manufacturing engineering, or related field with software in curriculum. EXPERIENCE REQUIREMENTS -Minimum 2 years of experience after college in a role requiring a working knowledge of automation products and industrial control components in presale or post sales engineering or support role and experience in the software industry or software development or marketing organizationInteraction with Product Managers and third-party companies and other team members to gain information to resolve support requestsEnter verified defects into backlog and advise user who reported the issue once the issue is resolvedBasic data skills (MS Access and Excel)Working overlapping working hours with USA Time zonesExposure to product configurators and working in a configurator development environment Interaction with diverse global customer base Working on teams distributed geographically Working with SAP ECC as a data consumer DESIRED QUALIFICATIONS – Understanding of automation and industrial control product offerings and their electrical, mechanical, and functional features and application Working knowledge of control systems, components, and electronics Knowledge of product selection process for automation and industrial control products Knowledge of strategies and techniques for researching product offerings English speaking and writing Use of SAP ECC transaction codes for investigating and identifying causes of data alignment problems between selection and configuration tools and product information management system or SAPExtremely customer responsive and focused COMPETENCY -Ability to gain product knowledge quickly to support an expanding range of requestsTime, priority, and task management and organizing for efficiency and handling multiple requests Collaboration with product managers, product owners, and tier 2 and tier 3 support You will report to Team Lead -Digital tools This is not a managerial role Benefits: The ability to collaborate with, learn from colleagues in a complex, global organization. We provide a working environment with a creative company, paired with a great compensation package, great benefits, and a supportive atmosphere where you can sharpen with new challenges and development opportunities. Corporate Social Responsibility opportunities, Support from our 24/7 employee assistance program.
