Remote ControlsTechnician

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

As a Remote Controls Technician, you provide technical support to Rockwell Automation customers, field engineers, technicians, and product support personnel who are diagnosing, troubleshooting, repairing and debugging systems. You will provide technical expertise for Rockwell Automation PanelView, PanelView Plus, PanelView Component, PanelView 800, FactoryTalk View Machine Edition, MobileView products and technologies. You will report to the Supervisor, Remote Support and will be fully remote, working anywhere in the United States.

Your Responsibilities:

• Provide customer support by troubleshooting and solving customer issues via the phone, chat and email.
• Manage customer interactions including and not limited to, setting expectations with customers before concluding an interaction, capturing the customer issue/resolution/steps taken to troubleshoot within Service Ticket notes, executing the Knowledge-Centered Support (KCS) process and following up with customer(s).
• Handle complex customer system issues from start to finish and serve as company liaison to the customer for multiple product families and different types of customer inquiries.
• Participate in the establishment, measurement, and achievement of customer satisfaction metrics
• Adhere to all necessary company standard operating procedures and completing company-wide required documentation/trainings.
• Support entire core area of Electronic Operator Interfaces develop domain expertise within core area of Electronic Operator Interfaces and mentor other engineers.
• Update and author Technical Notes and other documentation with solutions to commonly experienced problems, installation practices that create problems, how-to guides to improve customer satisfaction and acceptance.
• Understand and troubleshoot system level issues as it relates to Connected Enterprise.

The Essentials - You Will Have:

• High School Diploma or GED
• 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:

• Three-years of experience working with industrial automation products / systems.
• System/product expertise on Rockwell Automation products including but not limited to PanelView, PanelView Plus, PanelView Component, PanelView 800, FactoryTalk View Machine Edition, and MobileView.
• Ability to handle high pressure work situations
• Self-initiative, ownership, and a desire to follow issues to resolution commercial sensitivity.
• Responsiveness, customer-centric mindset, collaborative and technical engineering expertise.
• Specific expertise in applying automation technology to a process (e.g., burner management, press control.)

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.

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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• This position is part of a job family. Experience will be the determining factor for position level and compensation.

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.