Remote Support Engineer, Industrial Controls

About This Role

Provide technical support to field engineers and product support personnel, diagnosing, troubleshooting, and debugging industrial control systems. Support Rockwell Automation control products and serve as a company liaison to customers.

Responsibilities

• Respond to situations where first-line product support has failed to isolate or fix problems in malfunctioning equipment or software
• Report design, reliability and maintenance problems or bugs to design engineering/software engineering
• Provide support to customer/users where the product is highly technical or sophisticated in nature
• Support Rockwell Automation portfolio of Industrial Controls/Electronic Power Components solutions including network communication protocols, ex. Ethernet, DeviceNet, Logix etc.
• Serve as company liaison to the customer, supporting multiple product families and various types of customer inquiries
• Manage customer interactions, set expectations, capture the issue/resolution/steps taken to troubleshoot, execute the process and follow up in a timely manner
• Update and authors technical notes and other documentation with solutions to commonly experienced issues, how-to guides, videos, etc. to improve customer satisfaction and acceptance

Requirements

• Bachelor's degree
• Legal authorization to work in the U.S.
• Proficient in Electrical Troubleshooting Skills
• Proficient in 120/208/240/480 Voltage Systems

Qualifications

• Bachelor's degree

Nice to Have

• 2+ years of relevant experience
• Experience with Rockwell automation products
• Experience with industrial controls
• Experience in Electrical or Controls Engineering

Skills

* Required skills

Benefits