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
We are looking for a Remote Support Engineer to be based in our Hawthorn, Melbourne office.
You will join the Remote Support team which handles broad range of customer enquiries for Rockwell Automation software and hardware products. This is great opportunity to gain experience in Industrial Automation area and become specialist in one of many fields like PLC, SCADA, HMI, Industrial Networks and many more. You will report to the Team Lead Remote Support and have a hybrid schedule working in Hawthorn, Melbourne office.
You will report to team leader of Remote Support Services.
Your Responsibilities:
- You will provide customer support by troubleshooting customer issues through the phone, chat and SAQ (email response).
- You will support Rockwell Automation portfolio of PLC, HMI, Industrial PC and Network products
- You will perform simulation and analysis of clients' issues using available resources. Research, verification, and resolution of reported issues.
- Your responsibility would include report design, reliability and maintenance problems or bugs to design engineering/software engineering
- You will be a company liaison to the customer for multiple product families and types of customer inquiries.
- You will manage customer interactions including and not limited to, setting expectations with customers before concluding an interaction, capturing the customer issue/resolution/steps taken to troubleshoot within Service Ticket notes, implementing the Knowledge-Centered Support (KCS) process and following up with customer(s) promptly
- You will do update and author Technical Notes and other documentation with workarounds to commonly experienced issues, how-to guides to improve customer satisfaction and acceptance establishment, measurement, and achievement of customer satisfaction metrics
- You will develop area(s) of expertise within core area of Automation and deliver internal training/knowledge sharing to respective core area.
The Essentials - You Will Have:
- Bachelor of Science in Electronics, Electrical Engineering or Computer Science or related field
- At least 2 years' experience working with industrial automation products / systems
- Soft skills for communicating over phone and by email communication.
The Preferred - You Might Also Have:
- Expertise in Industrial Networks and certification such as CCNA will be an added advantage
What We Offer:
Our benefits package includes …
- Comprehensive mindfulness programmes with a premium membership to Calm
- Volunteer Paid Time off available after 6 months of employment for eligible employees.
- Company volunteer and donation matching programme – Your volunteer hours or personal cash donations to an eligible charity can be matched with a charitable donation.
- Employee Assistance Program
- Personalized wellbeing programs through our On Track program
- On-demand digital course library for professional development
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.
#LI-Hybrid #LI-NC1
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.
