Technical 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

We are seeking an EDI Technical Support Representative to join our growing EDI work group in Prague.

Want to work with fearless innovators, visionaries, and community-minded people who challenge the status quo? We do too.

Rockwell Automation is more than a software company — we’re a team of disruptors who are driving innovation and unlocking the promise and value of smart manufacturing. It isn’t a trend or a moment, it’s a movement. And we’re leading it, but we can’t lead it alone. That’s where you come in.

Rockwell Automation delivers through the PLEX System solution the first smart manufacturing platform, helping the world’s leading innovators to make awesome products. Built in the cloud, the Plex Smart Manufacturing Platform includes EDI, MES, ERP, supply chain management, Industrial IoT, and analytics.

We believe that anything that can be made can be made better, and we are focused on finding the right people to help us achieve the big important tasks ahead. Is that person you?

WHAT’S YOUR IMPACT?

• Provide excellent Hi-level technical customer support for customers using PLEX EDI, including answering questions, explaining products and services, analyzing and troubleshooting, testing and implementing software enhancements

• Diagnosing difficult EDI issues with complex PLEX ERP software configurations

• Researching the ERP database to understand problems; using SQL for queries

• Researching the EDI raw file to understand problems; using XML and raw EDI UI tools

• Gather information, research and manage user support requests

• Escalate requests, as needed, in a timely fashion and to the correct product team

• Manage work queues within Service Cloud to comply with Service Level commitments

• Manage timelines and deliverables with internal departments and customers

• Provide functional and technical guidance to customers on new enhancements, modules and features

• Advise customers about available service(s) and assess customer needs

• Utilize and enhance Knowledge Management System

• Build formal and informal relationships with customers and internal team members such as sales, development, analyst, etc.

IS IT IN YOU?

• Minimum of 2 years of previous technical support service experience within a highly technical environment or a Bachelor’s degree in a STEM major (Science, Technology, Engineering or Mathematics)

• EDI knowledge required

• Experience using or supporting an ERP/MRP system desired

• Demonstrated experience troubleshooting customer escalations within a ticketing-based workflow, while achieving SLA requirements

• Proficiency in MS Office, with an emphasis on Excel

• Ability to read and understand SQL queries/XML translation tools

• Proficient English language communication skills (written and verbal). (Fluency in EU languages desired)

What do we offer?

• Annual bonus

• 5 weeks of vacation per calendar year

• Life insurance fully covered

• Pension insurance contribution

• Premium medical care

• 5 Sick Days per calendar year

• Meal allowance

• Multisport card

• Flexible working time

• Friendly working environment and nice modern offices in Prague 7 Holešovice

• Hybrid workplace option ( we will require the new hires to be present on the office 3-4 days a week )

• Home office allowance

• Great team, colleagues and good coffee

We are looking forward to your resume.

#KL1

#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.