EDGE - Support Engineer

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

Start Date: January 2024 and June 2024

Rockwell Automation is the largest company in the world dedicated to industrial automation and information. Here, we connect the imaginations of people with the potential of technology to make the world more intelligent, more connected and more productive. From improving the production of medicines that boost human health to reducing waste in an oil and gas plant, the work we do changes how we live.

We truly believe we are doing things never before possible. And we need the brightest minds to help make that happen - the makers, the forward thinkers, the problem solvers. That's where you come in.

The Engineer In Training (EIT) program is an entry-level program for engineers to learn core Rockwell Automation product technologies and to develop fundamental engineering skills to support our customers. This program prepares recent engineering graduates from around the world to be Support Engineers.

The program includes a combination of formal classroom training and work assignments to give engineers hands-on experience with Rockwell Automation's products and technologies. Training focuses on both technical and leadership competencies.

Program participants will have a high level of interaction with Rockwell Automation's leaders and will receive many opportunities to build their professional network.

The program will consist of up to 1 year of training in Mayfield Heights, OH prior to deployment into the support engineer role. This consist of 4 months in core classroom training, 6 months shadowing and supporting customers via remote support, and 2 months in specialized advanced classroom training.

Upon completion of the training program, engineers are assigned to field offices across the U.S and are primarily responsible to help our customers reach their goals, through onsite and remote interactions.

As a Support Engineer, key responsibilities include:

• Providing troubleshooting assistance via phone, email, and onsite for Rockwell Automation products and technologies to Rockwell Automation field service personnel, distributors, integrators, and customers.
• Performs on-site installation, start up and commissioning support, as well as overseeing any necessary diagnostics, troubleshooting, service, and repair equipment
• Identification and correction of hardware failures, firmware problems and programming deficiencies, and the implementation of hardware/firmware updates and upgrades.
• Instruction/training of customers on proper use, operation and maintenance.
• Setting expectations with customers for follow up, maintaining Service Tickets and Knowledgebase content
• Development, implementation and execution of predictive and preventive maintenance programs.
• Responds to urgent customer needs, ensuring a timely and quality response while keeping relevant parties informed, maintains effective communication with team and customer
• Technical assistance for sales presentations to customers. This may include product demonstrations at Rockwell Automation sales offices, customer's facilities and trade shows.
• Consultation regarding the application of products, technologies, manufacturing processes and industry-specific applications.
• Serve as company liaison to the customer for a product area and various types of customer inquiries
• Achieve customer satisfaction metrics
• Builds collaborative relationships and embraces the Rockwell culture of inclusion/diversity/engagement
• It may be necessary to be on call and assist customers outside the normal work week.
• Travel as required to cover assigned region/sub-region. Accessible during off hours, weekends and holidays
• On-call emergency service support, remote diagnosis and troubleshooting assistance (24X7).
• Travel to work sites remote from the service engineer's field office city location will also be required. (Work assignments at remote city locations may be for extended periods of time.)

MINIMUM QUALIFICATIONS:

• Bachelor's or Master's from an accredited four year college or university
• Candidates must be geographically flexible; relocation is an essential part of the program.
• Must be willing to travel up to 50% of the time
• Minimum cumulative GPA of 2.75
• Must possess a valid U.S. driver's license
• Legal authorization to work in the US is required. We will not sponsor individuals for employment visas, now or in the future,

PREFERRED QUALIFICATIONS:

• Preferred cumulative GPA of 3.0
• Preferred majors: Mechanical Engineering, Electrical Engineering, Computer Engineering, Chemical Engineering, Biomedical Engineering, Engineering Technology, Software Engineering, Computer Science/Technology, Information Science/Technology or related Engineering/Technology
• Previous relevant experience in an Internship/Co-Op
• Prior experience utilizing programmable controllers, numerical controls, computers or motor controls and drives in industrial automation control systems is strongly preferred

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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.