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Remote Technical Support Engineer ( Anywhere in the U.S.)

Company: Rockwell Automation, Inc.
Location: Myrtle Point
Posted on: June 7, 2021

Job Description:

Job Description

This is a remote position and can be located anywhere in the United States, while providing technical expertise via phone, chat and email.

This role requires experience troubleshooting Low Voltage Drive Systems.

Responsibilities:

  • Responsible for providing technical expertise for Rockwell Automation Low Voltage Variable Frequency Drives products and technologies.

  • Provides over the phone technical support to Rockwell Automation customers, field engineers, technicians, and product support personnel.

  • Responds to situations where first-line product support has failed to isolate or fix issues in malfunctioning equipment or software.

  • Support entire core of Motion Control products (Kinetix Drives, motors, and software); develop domain expertise within our group.

  • Handle complex customer system issues from start to finish and serve as company liaison to the customer for multiple product families and various types of customer inquiries.

  • Manages customer interactions including and not limited to, setting expectations with customers prior to 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) in a timely manner.

  • Serve as company liaison to the customer, supporting multiple product families and various types of customer inquiries Understand and troubleshoot system level issues as it relates to Connected Enterprise.

  • Develop area(s) of expertise within core area of Drives & Motion

  • 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

Basic Qualifications:

  • Bachelor's Degree in Engineering or Technology field; in lieu of degree, will consider an Associates of Science Degree in Engineering or Technology or equivalent technological training (e.g. technological training received while serving in the military, or equivalent industry training), with 3+ years of directly related experience

  • Working experience with Low Voltage Variable Frequency Drives products and technologies

  • Must be authorized to work in the U.S. without sponsorship now or in the future. Rockwell Automation will not offer sponsorship for this position

Preferred Qualifications:

  • High level of system/product expertise on Rockwell Automation products including but not limited to experience with multi-axis servo controls, Sercos, Ethernet IP and Motion Control machine applications

  • Knowledge and experience with Rockwell Automation Low Voltage Variable Frequency Drives products and technologies.

  • Support Rockwell Automation portfolio of Low Voltage Drives solutions including network communication protocols.

  • 3+ years experience designing, starting up, and/or troubleshooting industrial automation systems

  • Provides technical/ commercial feedback internally and externally to enhance Rockwell's value to customer

  • Possesses an understanding of systems, connected enterprise and Rockwell Automation's capabilities in providing solutions for our customers

  • Ability to partner effectively with sales, project teams, customers & internal stakeholders

#LI-MM1 #lifeatrok

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) 404-7427.

Keywords: Rockwell Automation, Inc., Medford , Remote Technical Support Engineer ( Anywhere in the U.S.), Other , Myrtle Point, Oregon

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