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 Senior Engineer, Remote Support to be based in our Hawthorn, Melbourne office. You will join the Remote Support team which manages a broad range of customer enquiries for Rockwell Automation products.
We are looking for an experienced professional with multi discipline expertise to serve as the main contact for technical enquiries and escalations for Industrial Network, programmable controllers, HMI and Industrial Automation products. You will demonstrate self-initiative skills, independently handle complex situations, take full ownership of issues from launch to resolution and manage entire lifecycle of support tickets by ensuring documentation and knowledge transfer to the team members.
You will report to the Team Lead, Remote Support and have a hybrid schedule working in Hawthorn, Melbourne office.
Your Responsibilities:
- You will provide technical support at system level for configuration and troubleshooting of Stratix Ethernet Switches, Programmable controllers, Operator interfaces, Industrial PC and Industrial automation products.
- You will provide technical support by troubleshooting customer issues through phone, chat and SAQ (email response).
- You will be the point of reference for handling complex escalations that involve working with other products, or group of other products outside of your core area.
- You will collaborate and develop relationships with the Global Remote Support team, Department, engineering disciplines and coworkers for handling complex issues.
- You will perform project management function for customer support by setting expectations for follow up, maintaining Service Ticket notes in ticket management system.
- You will update and author Technical Notes and other documentation with workarounds for customer issues.
- Provide coaching, either individually, or in groups to upskill other engineers in the team.
The Essentials - You Will Have:
- Bachelor of Science in Electronics, Electrical, Network Engineering or Computer Science or related field
- At least 5 years' experience working with industrial automation products / systems
- Experience with Programmable controllers, Visualization and Industrial Networking products
- Knowledge of communication Networks such as Ethernet, ControlNet, Device net, RS-232, RS-422, DH+ and DH485
- Experience configuring and troubleshooting managed Ethernet switches and routers.
- Soft skills for communicating over phone and by email
The Preferred - You Might Also Have:
- CCNA and CCNA Security / CCNP / CCENT certification or Experience with the Cisco IOS command-line interface (CLI) for configuring and managing Cisco devices
- Experience with OT Technologies (Levels 0-3 of CPwE architecture).)
What We Offer:
Our benefits package includes …
- Comprehensive mindfulness programs with a premium membership to Calm
- Company volunteer and donation matching program – 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 OnTrack program
- On-demand digital course library for professional development
... and other local benefits!
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-NC1#LI-Hybrid
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.
