Associate Engineer, Remote Support

Rockwell Automation is a global technology leader focused on helping the world’s manufacturers be more productive, sustainable, and agile. With more than 28,000 employees who make the world better every day, we know we have something special. Behind our customers - amazing companies that help feed the world, provide life-saving medicine on a global scale, and focus on clean water and green mobility - our people are energized problem solvers that take pride in how the work we do changes the world for the better.

We welcome all makers, forward thinkers, and problem solvers who are looking for a place to do their best work. And if that’s you we would love to have you join us!

Job Description

You will provide technical support to field engineers, technicians, and product support personnel who are diagnosing, troubleshooting, repairing and debugging systems. You respond to situations where first-line product support has failed to isolate or fix problems in malfunctioning equipment or software. You report design, reliability and maintenance problems or bugs to design engineering/software engineering. You may also be involved in customer installation and training. You support customer/users where the product is technical in nature. You will report to the Supervisor, Remote Support and have a remote schedule and be located anywhere in the United States.

Your Responsibilities:

• Provide technical support by troubleshooting and solving customer issues by phone, chat, and email.
• Manage customer interactions by:
• setting expectations with customers,
• capturing the customer issue/troubleshooting steps/resolution,
• executing the Knowledge-Centered Support (KCS) process, and
• following up with customer(s) in a timely manner.
• Serve as 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.

The Essentials - You Will Have:

• 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.

The Preferred - You Might Also Have:

• Experience working with industrial automation products/systems.
• 0-2+ years of professional experience
• Experience in a customer-focused environment
• Some experience in computer networking, troubleshooting, familiarity with operating systems and databases
• Availability to cover a shift after hours and occasionally carry a weekend support phone to provide support for 24x7 customers.

What We Offer:

• 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.
• To learn more about our benefits package, please visit at www.raquickfind.com.

The base salary compensation range for this role is $51,000-$76,000 with an annual target bonus of 5% of base salary.

We are committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender, gender identity or expression, or veteran status. We are proud to be an equal opportunity workplace.

At Rockwell Automation we are dedicated to building a diverse, inclusive and authentic workplace, so if you're excited about this role but your experience doesn't align perfectly with every qualification in the job description, we encourage you to apply anyway. You may be just the right person for this or other roles.

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Rockwell Automation is an Equal Opportunity Employer including disability and veterans.

If you are someone with a disability and you need assistance or reasonable accommodation during the application process, please contact our services team at +1 (844) 404-7427.

We are an Equal Opportunity Employer including disability and veterans.

If you are an individual with a disability and you need assistance or a reasonable accommodation during the application process, please contact our services team at +1 (844) 404-7247.