Provide advanced technical support to customers, field engineers, technicians, and product support personnel who are diagnosing, troubleshooting, repairing, and debugging systems.
Respond to escalations where firstline product support has been unable to isolate or resolve issues in malfunctioning equipment or software.
Identify, document, and report design, reliability, maintenance issues, and product anomalies to Development and Software Engineering teams.
Participate in customer training activities, including installation, startup, and commissioning support.
Provide technical support to Distributors, OEMs, and end users where VFD and motion control systems are highly technical in nature.
Report to the Low Voltage Drives and Motion Remote Support Supervisor and will be fully remote, working anywhere in the United States.
Resolve customer issues through phone and web-based interactions, including email, chat, and web portals.
Be an escalation point when firstline product support is unable to isolate or correct issues in malfunctioning equipment, products, or software.
Represent Remote Support Services (RSS) during commercial sensitive Issue to Resolution (I2R) cases and quality related product concerns.
Collaborate and engage appropriate teams to guide high profile technical issues to resolution.
Contribute in our KCS methodology, genrating technical notes and other knowledge assets, including solutions, workarounds, how-to guides, and training videos, to improve customer satisfaction and self-service adoption.
Participate in on-the-job training activities and other field related opportunities to increase knowledge of new products, technologies, and offerings.
Proactive leadership engagement with team members i.e., knowledge sharing, mentorship, training.
Support customer installation, startup, and commissioning activities.
Ensure accurate documentation of customer issues, troubleshooting steps, and resolutions.

Requirements

Bachelors 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.
5+ years related commercial, product or field service experience with Rockwell Brand products and solutions.
Expertise in RA Brand products such as Architecture, Motion and Component Class Variable Frequency Drives i.e., PowerFlex750 series products, PFDC, Legacy Products, PF4xx, PF5xx, Kinetix Brand solutions.
Experience with VFD applications i.e. Winders, Conveyors, Crane/Hoist, Mixer, Centrifuge, Motion based applications.
Knowledge of standard Rockwell Automation software products: Studio5000, ControlLogix, DeviceLogix, Connected Components workbench (CCW), RSLinx, RSNetworx
Communication protocols i.e., Ethernet IP, Device Net Software tool: Webex, Oracle, Salesforce, CISCO Phone systems
Foster relationships with team members e.g., Dev. Engineering, Product teams, Quality.
Familiarity in KCS (Knowledge Centered Service) processes and methodology
Continuous Learning: Demonstrate a desire to grow technical capabilities to support current offerings and new product launch initiatives (NPI).
Manage escalations that involve interfacing with other products, or groups of other products outside of core areas of expertise.
Using CRM tools, documenting all interactions and resolutions to ensure compliance.
Set customer resolution expectations by creating follow-up activities, maintaining service ticket notes

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 & Tools

technical supporttroubleshootingrepairingdebuggingVFD applicationsRockwell Brand productsVariable Frequency DrivesKCS methodologydocumentationcustomer resolution

Soft Skills

communicationleadershipmentorshipcollaborationcustomer satisfactionknowledge sharingproactive engagementrelationship buildingtrainingcontinuous learning

Certifications

Bachelor's degree