Rockwell Automation

Technical Support Engineer I

Rockwell Automation

full-time

Posted on:

Location Type: Hybrid

Location: Tokyo • Japan

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Tech Stack

CloudERPSQL

About the role

  • Respond to customer product inquiries by telephone or in written internet-based email or chat sessions.
  • Resolve customer concerns raised during installation, operation, maintenance or product application or compatibility matters.
  • Troubleshoot problems with malfunctioning electro/mechanical equipment or software applications and recommends corrective action.
  • Document customer information and recurring technical issues to support product quality programs and product development.
  • Escalate requests in a timely fashion and to the correct product team.
  • Researching the ERP database to understand problems; use SQL for queries
  • Manage work queues within Service Cloud to comply with Service Level commitments.
  • Provide functional and technical guidance to customers on new enhancements, modules, and features.
  • Advise customers about available service(s) and assess customer needs.
  • Use and enhance Knowledge Management System.

Requirements

  • Minimum of 2 years of previous technical support service experience within a highly technical environment or a Bachelor's degree in a STEM major (Science, Technology, Engineering or Mathematics)
  • SQL /Database knowledge is a plus.
  • Previous Logistics (Shipping, Quoting, Purchasing, Receiving, Sales and CRM), Planning, Scheduling, and Manufacturing (Production, Process Engineering, Quality, Subcontract, Tooling) experience/knowledge preferred.
  • Proficient English and Japanese language communication skills (written and verbal).
  • Experience using or supporting an ERP/MRP system preferred
Benefits
  • Comprehensive mindfulness programs with a premium membership to Calm
  • Volunteer Paid Time off available after 6 months of employment for eligible employees.
  • Company volunteer and donation matching program – Your volunteer hours or personal cash donations to an eligible charity can be matched with a charitable donation.
  • Employee Assistance Program
  • Personalized wellbeing programs through our OnTrack program
  • On-demand digital course library for professional development
  • … and other local benefits!
Applicant Tracking System Keywords

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

Hard Skills & Tools
SQLtechnical supporttroubleshootingdocumenting technical issuescustomer guidanceKnowledge Management System
Soft Skills
communication skillsproblem-solvingcustomer serviceescalation management