Senior Engineer, Remote Support

Rockwell Automation-posted 3 months ago
Full-time • Senior
Hybrid • Mayfield Heights, OH
Computer and Electronic Product Manufacturing
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The Senior Engineer, Remote Support, will work with customers to resolve their application and product issues, allowing the customer to maintain or improve their automation system. You will provide technical expertise for Rockwell Automation FactoryTalk Batch, PlantPAx and Process Safety products and technologies. You will report to the Remote Support Team Lead. This is a hybrid position and is located at our office in Mayfield Heights, Ohio.

  • Provide responsive support by phone, email, and chat to different internal and external users, ensuring expert assistance across diverse roles.
  • Manage customer interactions by setting clear expectations, thoroughly documenting issues and resolutions using Knowledge-Centered Support (KCS) methodology, and ensuring follow-up to maintain customer satisfaction.
  • Resolve complex customer issues across products from initiation to resolution, serving as the primary liaison and delivering expert, professional support.
  • Contribute to the development, tracking, and achievement of customer satisfaction metrics by participating in initiatives that improve customer experience.
  • Support the full scope of the Automation Control core area, develop deep domain expertise within Process Control and collaborate within a support team to deliver high-quality technical assistance.
  • Create and publish knowledgebase articles, blogs, or videos for reference by customers and Rockwell Automation employees.
  • Manage escalations involving products or product groups outside your core area, coordinating efforts to resolve complex customer issues.
  • Occasionally cover a shift after hours and carry a weekend support phone to provide support for 24/7 customers.
  • Comply with all relevant company policies and standard operating procedures, while completing required documentation and training to ensure understanding of organizational standards and expectations.
  • Bachelor's Degree in Relevant Field.
  • 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.
  • Typically requires a minimum of 5 years of related experience.
  • 5+ years of hands-on experience troubleshooting, implementing, and working with Rockwell's FactoryTalk Batch, with a solid understanding of its functionality and practical application in industrial environments.
  • High level of system/product expertise on Rockwell Automation products including PlantPAx, FactoryTalk Batch, ControlLogix, Trusted, AADvance, 1715 SIL2, 1756 SIL2, FactoryTalk ViewSE and FactoryTalk Optix.
  • Experience creating and configuring Microsoft Windows Server machines within a domain or workgroup, as well as working with Microsoft SQL Server, web-based applications, relational databases, and open-source projects.
  • Responsive and customer-focused mindset—work well with others and efficiently share knowledge when supporting customers and collaborating with company partners.
  • Expertise in applying automation technology to process environments and effectively interpret data from diagnostic tools to demonstrate practical usage and insights.
  • 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.
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