Low Voltage Engineer, Remote Support

Rockwell Automation • Detroit, MI

2d • Remote

About The Position

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 You will provide advanced technical support to customers, field engineers, technicians, and product support personnel who are diagnosing, troubleshooting, repairing, and debugging systems. You will respond to escalations where firstline product support has been unable to isolate or resolve issues in malfunctioning equipment or software. You will identify, document, and report design, reliability, maintenance issues, and product anomalies to Development and Software Engineering teams. You will also participate in customer training activities, including installation, startup, and commissioning support. You will provide technical support to Distributors, OEMs, and end users where VFD and motion control systems are highly technical in nature. You will report to the Low Voltage Drives and Motion Remote Support Supervisor and will be fully remote, working anywhere in the United States.

Requirements

• Bachelors degree
• 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.

Nice To Haves

• 5+ years related commercial, product or field service experience with Rockwell Brand products and solutions.
• Expertise in RA Brand products such as Architecture, Motion and Component Class Variable Frequency Drives i.e., PowerFlex750 series products, PFDC, Legacy Products, PF4xx, PF5xx, Kinetix Brand solutions.
• Experience with VFD applications i.e. Winders, Conveyors, Crane/Hoist, Mixer, Centrifuge, Motion based applications.
• Knowledge of standard Rockwell Automation software products: Studio5000, ControlLogix, DeviceLogix, Connected Components workbench (CCW), RSLinx, RSNetworx Communication protocols i.e., Ethernet IP, Device Net
• Software tool: Webex, Oracle, Salesforce, CISCO Phone systems
• Foster relationships with team members e.g., Dev. Engineering, Product teams, Quality.
• Familiarity in KCS (Knowledge Centered Service) processes and methodology
• Continuous Learning: Demonstrate a desire to grow technical capabilities to support current offerings and new product launch initiatives (NPI).
• Manage escalations that involve interfacing with other products, or groups of other products outside of core areas of expertise.
• Using CRM tools, documenting all interactions and resolutions to ensure compliance.
• Set customer resolution expectations by creating follow-up activities, maintaining service ticket notes
• Drive corporate tenets of speed, steady stream of ideas, comparing ourselves to best, and actively promote values in both technical work and leadership activities.

Responsibilities

• Resolve customer issues through phone and web-based interactions, including email, chat, and web portals.
• Be an escalation point when firstline product support is unable to isolate or correct issues in malfunctioning equipment, products, or software.
• Represent Remote Support Services (RSS) during commercial sensitive Issue to Resolution (I2R) cases and quality related product concerns.
• Collaborate and engage appropriate teams to guide high profile technical issues to resolution.
• Contribute in our KCS methodology, genrating technical notes and other knowledge assets, including solutions, workarounds, how-to guides, and training videos, to improve customer satisfaction and self-service adoption.
• Participate in on-the-job training activities and other field related opportunities to increase knowledge of new products, technologies, and offerings.
• Proactive leadership engagement with team members i.e., knowledge sharing, mentorship, training.
• Support customer installation, startup, and commissioning activities.
• Ensure accurate documentation of customer issues, troubleshooting steps, and resolutions.

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.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level