Remote Support Engineer

Rockwell Automation • Milwaukee, WI

6d • Hybrid

About The Position

The Remote Support Engineer, reporting to the Remote Support Supervisor provides technical support to field engineers, technicians, and product support personnel who are diagnosing, troubleshooting, repairing and debugging systems. This position will support Rockwell Automation Control Products such as Circuit Breakers, Circuit Protection, Signaling Devices, Motor Starters, Printers/Plotters, and Rockwell Automation Communication Devices.

This is a hybrid role based in Milwaukee, WI.

Requirements

• Bachelor's 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

• 2+ years of relevant experience in technical support roles.
• Experience with Rockwell automation products
• Experience with industrial controls
• Experience in Electrical or Controls Engineering
• Ability to work between 8AM to 5PM with some evenings and weekend support, as needed.

Responsibilities

• Respond to situations where first-line product support has failed to isolate or fix problems in malfunctioning equipment or software
• Report design, reliability and maintenance problems or bugs to design engineering/software engineering
• Provide support to customer/users where the product is highly technical or sophisticated in nature
• Support Rockwell Automation portfolio of Industrial Controls/Electronic Power Components solutions including network communication protocols, ex. Ethernet, DeviceNet, Logix etc.
• Serve as company liaison to the customer, supporting multiple product families and various types of customer inquiries
• Manage customer interactions, set expectations, capture the issue/resolution/steps taken to troubleshoot,, execute the process and follow up in a timely manner
• Update and authors technical notes and other documentation with solutions to commonly experienced issues, how-to guides, videos, etc. to improve customer satisfaction and acceptance.

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