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:
- Bachelor Degree
- Legal authorization to work in the US is required. 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 experience with related products or Field service experience.
- Expertise in RA products such as Architectural and Component level Inverter drives i.e., PowerFlex750 series products, Legacy products, PF4xx, PF5xx products and solutions as well as Motion Control Drive systems
- Knowledge of standard Rockwell Automation software: Studio5000, ControlLogix, DeviceLogix, Connected Components workbench (CCW), RSLinx, RSNetworx
- Software tool skills: Webex , DPI platform, Vuforia/PTC Chalk, , Proposal Works
- Advanced system knowledge of safety, networks utilizing Stratix switches, multi-axis control, and robotics
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.
You should be proficient in:
- 120/208/240/480 Voltage Systems
Machines & technologies you'll use:
- Variable Frequency Drives (VFD)