Engineer, Customer Escalation

About the position

As a Customer Escalation Engineer for Rockwell Automation, you will be an individual contributor and technical leader by providing leadership in technical characterization and coordination of engineering responses to customer-initiated inquiries. You will be reporting to the Customer Escalation Manager within our Software and Controls department. You will be an important player in customer issue characterization, analysis, resolution and engineering responses to customer inquiries as it relates to FactoryTalk Batch and related products. You will also provide leadership in coordinating staff, such as engineering, technical support, and sales to provide solutions to customers.

Responsibilities

• Resolve complex customer technical issues.
• Coordination and technical issue management with engineering, technical support, commercial engineering, product management, and sales.
• Work with all established Engineering and Customer Escalation Teams processes, procedures, and tools.
• In charge of technical coordination of customer issue management.
• Characterize complex customer issues from environmental, product and systems perspective.
• Work through issues including analysis of internally and externally collected data, experimentation, architectural, design and implementation reviews.
• Summarize results and create hypothesis for potential solutions.
• Keep team members updated through defined processes.
• Direct junior engineers in the steps necessary to validate hypothesis or further characterize issues.
• Lead Continuous Improvement projects to enhance team effectiveness and support partner needs.
• Lead formal meetings with partners to discuss issue status and plans for further investigation.

Requirements

• Bachelor's Degree or equivalent years of relevant work experience.
• Legal authorization to work in the US is required. We will not sponsor individuals for employment visas, now or in the future, for this job opening.

Nice-to-haves

• 5+ years of software engineering experience with demonstrated professional development in engineering and technical support.
• Technical expertise in FactoryTalk Batch and PlantPAx.
• Experience in an industrial or process control environment.
• Previous experience with Logix Controllers and Logix Designer programming software.
• Experience with Distributed Control Systems (DCS) and background in PLC programming, automation, and SCADA systems.
• Demonstrated understanding of good system and product issue characterization skills including formulation and testing of hypothesis.
• Advanced courses or degree in engineering, computer science or controls.

Benefits

• Health Insurance including Medical, Dental and Vision
• 401k
• Paid Time off
• Parental and Caregiver Leave
• Flexible Work Schedule where you will work with your manager to enjoy a work schedule that can be flexible with your personal life.