Senior PLC Engineer, Remote Support

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

As a Senior Engineer in Remote Support, you will provide technical support to field engineers, technicians, and product support personnel who are diagnosing, troubleshooting, repairing and debugging systems. You'll respond to situations where first-line product support has failed to isolate or fix problems in malfunctioning equipment or software. You will report design, reliability and maintenance problems or bugs to design engineering/software engineering. You also may be involved in customer installation and training. You provide support to customer/users where the product is highly technical in nature. You will report to the Supervisor, Remote Support and will be fully remote, working anywhere in Ohio.

Your Responsibilities:

• Provide technical support by troubleshooting and solving customer issues via 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.
• Handle complex System issues from start to finish and serve as a liaison to the customer for multiple product families and various types of customer inquiries.
• Achieve customer satisfaction as measured by feedback surveys.
• Adhere to company policies and procedures, and to team operating procedures.
• Complete company required documentation and trainings.
• Support our area of Automation, develop domain expertise within a core area of Automation, and mentor other engineers.
• Update and author Technical Notes and other documentation

The Essentials - You Will Have:

• Bachelor's Degree
• Legal authorization to work in the US is required. We will not sponsor individuals for employment visas, now or in the future, for this job opening.
• 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:

• Five or more years of experience designing, starting up, and/or troubleshooting industrial automation systems.
• A high level of system/product expertise on Rockwell Automation products including, ControlLogix & PLC5 Processors and I/O, Ethernet I/P.
• The ability to excel under high pressure work situations.
• Self-initiative, ownership, a drive to follow issues to resolution, and commercial sensitivity.
• Responsiveness, customer-centric mindset, collaborative, technical engineering expertise.
• Specific expertise in applying automation technology to a process (e.g., burner management, press control, etc.)
• Ability to interpret technical data and act upon it.
• Experience configuring and troubleshooting managed Ethernet switches and routers.
• Experience configuring and troubleshooting industrial communication networks including ControlNet, DeviceNet, and EtherNet/IP.

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.

We are committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender, gender identity or expression, or veteran status. We are proud to be an equal opportunity workplace.

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.

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Rockwell Automation is an Equal Opportunity Employer including disability and veterans.

If you are someone with a disability and you need assistance or reasonable accommodation during the application process, please contact our services team at +1 (844) 404-7427.

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.