| Job Description Position summary: The primary responsibility of the Engineer, Remote Support position is to provide technical support to Rockwell Automation customers', field engineers, technicians, and product support personnel who are diagnosing, troubleshooting, repairing and debugging systems. Engineer, Remote Support will be responsible for providing technical expertise for Rockwell Automation SLC's, Micrologix, CompactLogix, ControlLogix and associated I/O products and technologies. Essential Functions: - Provide customer support by troubleshooting and solving customer issues via the phone, chat and email.
- 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.
- Serve as company liaison to the customer for multiple product families and various types of customer inquiries.
- Participate in the establishment, measurement, and achievement of customer satisfaction metricsAdhere 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.
Qualifications: - Bachelor of Science in Electronics, Electrical Engineering or Computer Science
- Typically requires a minimum of 2 years of related experience
- At least one year experience working with industrial automation products / systems.
- Two years' experience designing, starting up, and/or troubleshooting industrial automation systems.Understanding of Rockwell Automation products including but not limited to SLC's, PLC's Logix, Operator Interface and Comms/Networx.
- 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.
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