Job Description

SUMMARY/SCOPE OF POSITION:

Currently we are looking for a Remote Support Engineers to join team of Industrial Automation specialists which handle broad range of customer inquiries in scope of Rockwell Automation and Allen Bradley software and hardware related questions. Team provides technical support 24X7X/365 for all customers around the world. Remote Support Engineers are responsible for answering incoming customers' questions to Rockwell Automation customers’, field engineers, technicians, and product support personnel who are diagnosing, troubleshooting, repairing, and debugging systems, lab testing/verifying solutions, developing and documenting technical articles. This is great opportunity to gain a highly complex knowledge and experience in Industrial Automation area and become specialist in one of many fields like PLC, SCADA, HMI, Power Control – Drives, Motion, Industrial Networks and many more.

ESSENTIAL FUNCTIONS:

• Provide customer support by troubleshooting and solving customer issues via the phone, chat and SAQ (email response). Simulation and analysis of clients’ issues using available resources. Research, verification, and resolution of reported issues.
• Manage customer interactions including and not limited to, setting expectations with customers prior to concluding an interaction, capturing the customer issue/resolution/steps taken to troubleshoot within Service Ticket notes, executing the Knowledge-Centered Support (KCS) process and following up with customer(s) in a timely manner. Documenting technical solutions and best practices
• Serve as company liaison to the customer for multiple product families and various types of customer inquiries.
• Developing professional expertise. Applies company policies and procedures to resolve variety of issues.
• Participate in the establishment, measurement, and achievement of customer satisfaction metrics
• Adhere to all necessary company policies and procedures, standard operating procedures and completing company/organization-wide required documentation/trainings.
• Support entire core area of Automation and independently applies knowledge.
• Develop area(s) of expertise within core area of Automation and deliver internal training/knowledge sharing to respective core area.
• Update and author Technical Notes and other documentation with solutions or workarounds to commonly experienced problems, installation practices that create problems, how-to guides, etc. to improve customer satisfaction and acceptance.
• Frequently interacts with peers and customers to gain cooperation of others or conduct presentations of technical information/project activities. Builds productive internal/external working relationships.
• Continuous improvement in products and technologies required to provide high level support for customers.
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EDUCATION REQUIREMENTS:

• Bachelor of Science in Electronics, Electrical Engineering or Computer Science or related field with at least two years’ related experience.
• At least one year experience working with industrial automation products / systems.

DESIRED SKILLS:

• Two years’ experience designing, starting up, and/or troubleshooting industrial automation systems.
• Understanding of Rockwell Automation products including but not limited to PLC, SCADA, HMI, Power Control – Drives, Motion, Industrial Networks
• Ability to handle high pressure work situations
• Self-initiative, ownership, excellent listening skills, a drive to follow issues to resolution commercial sensitivity, and superb attention to detail.
• Responsiveness, customer-centric mindset, collaborative, technical engineering expertise, and business acumen.
• Dedication and commitment to problem resolution
• Experience in customer service
• Willingness to work on a mixed shift mode (3 shifts Mon-Fri)