Rockwell Automation
Mayfield Heights, Ohio, United States
Milwaukee, Wisconsin, United States
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 Rockwell Automation customers, field engineers, technicians, and product support personnel who are diagnosing, troubleshooting, repairing, and debugging systems. You respond to situations where first‑line product support has failed to isolate or fix problems in malfunctioning equipment or software. You will provide technical expertise for Rockwell Automation's Logix family of products including ControlLogix, CompactLogix, MicroLogix, SLC & PLC5 Processors, I/O, and their communications. You will report to the Remote Support Supervisor and have a hybrid schedule working in Mayfield Heights, Ohio or Milwaukee, Wisconsin.
Your Responsibilities
Provide technical support by troubleshooting and solving customer issues by phone, chat, and email.
Manage customer interactions by:
Setting expectations with customers,
Capturing the customer issue/troubleshooting steps/resolution,
Executing the Knowledge‑Centered Support (KCS) process, and
Following up with customer(s) in a timely manner
Being a liaison to the customer for multiple product families and various types of customer inquiries.
Achieving customer satisfaction as measured by feedback surveys.
Supporting our area of Automation and sharing knowledge with other engineers.
Updating and authoring Technical Notes and other documentation with solutions to commonly experienced problems, installation practices that create problems, and how‑to guides to improve customer satisfaction and acceptance.
The Essentials – You Will Have
Bachelor's degree in Electronics, Electrical Engineering, Computer Science or related field
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
Experience working with industrial automation products/systems.
2+ years of experience
Experience in a customer‑focused environment
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.
#LifeAtROK
#LI-hybrid
#LI-AC1
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.
#J-18808-Ljbffr
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 Rockwell Automation customers, field engineers, technicians, and product support personnel who are diagnosing, troubleshooting, repairing, and debugging systems. You respond to situations where first‑line product support has failed to isolate or fix problems in malfunctioning equipment or software. You will provide technical expertise for Rockwell Automation's Logix family of products including ControlLogix, CompactLogix, MicroLogix, SLC & PLC5 Processors, I/O, and their communications. You will report to the Remote Support Supervisor and have a hybrid schedule working in Mayfield Heights, Ohio or Milwaukee, Wisconsin.
Your Responsibilities
Provide technical support by troubleshooting and solving customer issues by phone, chat, and email.
Manage customer interactions by:
Setting expectations with customers,
Capturing the customer issue/troubleshooting steps/resolution,
Executing the Knowledge‑Centered Support (KCS) process, and
Following up with customer(s) in a timely manner
Being a liaison to the customer for multiple product families and various types of customer inquiries.
Achieving customer satisfaction as measured by feedback surveys.
Supporting our area of Automation and sharing knowledge with other engineers.
Updating and authoring Technical Notes and other documentation with solutions to commonly experienced problems, installation practices that create problems, and how‑to guides to improve customer satisfaction and acceptance.
The Essentials – You Will Have
Bachelor's degree in Electronics, Electrical Engineering, Computer Science or related field
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
Experience working with industrial automation products/systems.
2+ years of experience
Experience in a customer‑focused environment
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.
#LifeAtROK
#LI-hybrid
#LI-AC1
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.
#J-18808-Ljbffr