Remote Support Engineer (Low Voltage Drives)

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 will respond to situations where first-line product support has failed to isolate or fix problems in malfunctioning equipment or software. You will also report design, reliability and maintenance problems or bugs to design engineering / software engineering and may be involved in customer installation and training. You will offer support to customer / users where the product is highly technical or sophisticated in nature. This positions reports to the LVD / Motion supervisor. You will work hybrid out of Mequon WI, Milwaukee WI or Mayfield Heights OH.

Your Responsibilities :

• Effectively solve customer issues over phone or web based interactions.
• Represent Remote Support Services (RSS) during commercially sensitive I2R and Quality related product concerns.
• Collaborate in a cross functional capacity and engage the proper resources to drive high profile technical support commercial issues to closure.
• Responds to situations where first-line product support has failed to isolate or fix issues in malfunctioning equipment or software
• Update and author Technical Notes and other documentation with solutions or workarounds to commonly experienced issues, how-to guides, videos, etc. to improve customer satisfaction and acceptance.
• Participate in on-the-job-training and other Field opportunities to increase knowledge on new products and offerings.

The Essentials - You Will Have :

The Preferred - You Might Also Have :

What We Offer :

#LI-AC1

#LI-Hybrid