Rockwell Automation

Engineer, Remote Support

Rockwell Automation

full-time

Posted on:

Location Type: Hybrid

Location: Mayfield Heights • Ohio • Wisconsin • United States

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About the role

  • Provide technical support by troubleshooting and solving customer issues by phone, chat, and email.
  • Manage customer interactions by: Set expectations with customers, Capture the customer issue/troubleshooting steps/resolution, Execute the Knowledge-Centered Support (KCS) process, and Follow up with customer(s) in a timely manner.
  • Be a liaison to the customer for multiple product families and various types of customer inquiries.
  • Achieve customer satisfaction as measured by feedback surveys.
  • Support our area of Automation and share knowledge with other engineers.
  • Update and author Technical Notes and other documentation with solutions to commonly experienced problems, installation practices that create problems, and how-to guides to improve customer satisfaction and acceptance.

Requirements

  • Bachelor's degree in Electronics, Electrical Engineering, Computer Science or related 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.
  • Experience working with industrial automation products/systems.
  • 2+ years of experience
  • Experience in a customer-focused environment
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
troubleshootingtechnical supportKnowledge-Centered Support (KCS)documentationinstallation practicescustomer issue resolutioncustomer interaction managementautomation productscustomer feedback analysishow-to guides
Soft skills
customer satisfactioncommunicationproblem-solvingtimelinessliaisoncollaborationknowledge sharingcustomer focusexpectation managementinterpersonal skills
Certifications
Bachelor's degree