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

The Remote Support Engineer, reporting to the Remote Support Supervisor provides technical support to field engineers, technicians, and product support personnel who are diagnosing, troubleshooting, repairing and debugging systems. This position will be supporting Rockwell Automation Control Products such as Circuit Breakers, Circuit Protection, Signaling Devices, Motor Starters, Printers/Plotters, and Rockwell Automation Communication Devices.

This is a hybrid role based in Milwaukee, WI.

Your Responsibilities:

• Responds to situations where first-line product support has failed to isolate or fix problems in malfunctioning equipment or software
• Reports design, reliability and maintenance problems or bugs to design engineering/software engineering
• Provides support to customer/users where the product is highly technical or sophisticated in nature
• Supports Rockwell Automation portfolio of Industrial Controls/Electronic Power Components solutions including network communication protocols, ex. Ethernet, DeviceNet, Logix etc.
• Serves as company liaison to the customer, supporting 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
• Updates and authors technical notes and other documentation with solutions or workarounds to commonly experienced issues, how-to guides, videos, etc. to improve customer satisfaction and acceptance

The Essentials - You Will Have:

• Bachelor's 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

The Preferred - You Might Also Have:

• 2+ years of relevant experience
• Experience with Rockwell automation products
• Experience with industrial controls
• Experience in Electrical or Controls Engineering
• Ability to work between 7AM to 6PM with some evenings and weekend support, as needed

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.

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.

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

#LI-Hybrid

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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.

Rockwell Automation’s hybrid policy aligns that employees are expected to work at a Rockwell location at least Mondays, Tuesdays, and Thursdays unless they have a business obligation out of the office.