Rockwell Automation

Engineer, Remote Support – Controls

Rockwell Automation

full-time

Posted on:

Location Type: Hybrid

Location: Mayfield Heights • Ohio, Wisconsin • 🇺🇸 United States

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Job Level

JuniorMid-Level

Tech Stack

MS SQL ServerSQL

About the role

  • 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.

Requirements

  • 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 2+ years of related experience.
  • 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.
  • Knowledge of standard Rockwell Automation software: Studio5000, ControlLogix, DeviceLogix, Connected Components workbench (CCW), RSLinx, RSNetworx.
  • 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.
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.

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard skills
troubleshootingimplementingFactoryTalk BatchStudio5000ControlLogixDeviceLogixConnected Components workbenchRSLinxRSNetworxMicrosoft SQL Server
Soft skills
responsivecustomer-focusedcollaborationcommunicationproblem-solvingdocumentationcustomer satisfactionknowledge sharinginitiativeteamwork
Certifications
Bachelor's Degree