Primary responsibilities of the Technical Support Engineer include product and application support to customers, strategic partners, sales, and field engineers. Provides support to customers and end users through telecommunications including phone, chat, and email. Collaborates with other Technical Support Engineers, Commercial Engineering, and Product Managers to replicate and resolve hardware and software anomalies. This position requires excellent customer service, communication, advanced troubleshooting techniques, collaboration, and organization.
This position requires knowledge and experience in industrial automation, preferably functional knowledge with Rockwell Automation Programmable Logic Controllers (PLCs), Common Industrial Protocol (CIP) network configuration and diagnosis, and Human Machine Interfaces (HMIs).
The engineer will provide troubleshooting and configuration assistance through various means of communication including telephone, email, and chat. This role will require collaboration with other support engineers, managing multiple cases simultaneously, adjusting priorities, and navigating high pressure and commercially sensitive situations.
The engineer must have excellent written and verbal communication skills. Success in this position is dependent on communicating effectively, explaining highly technical concepts, and simplifying technical concepts for a less technical audience. The engineer must keep thorough documentation throughout the troubleshooting process, set appropriate expectations with customers, and hold themselves and others accountable. The engineer will need to create and update technical documents that customers can reference for self-help.
EOE, M/F/Disable, Vet
Education and Experience:
Bachelor of Science in an Engineering discipline or Computer Science
One year of experience in at least one of the following areas:
Troubleshooting application and or design of industrial automation systems
Industrial communication networks (DeviceNet, ControlNet, DH+, DH485)
Ethernet network infrastructure
Troubleshooting Microsoft Operating systems
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.
Control Products and Solutions
Engineering and Technicians, Sales, Services, and Solutions
No. of Positions:
Mayfield Village - Ohio
Rockwell Automation, the world's largest company dedicated to industrial automation, makes its customers more productive and the world more sustainable. Throughout the world, our flagship Allen-Bradley(R) and Rockwell Software(R) product brands are recognized for innovation and excellence.
When you choose Rockwell Automation, you join countless talented employees who have helped us establish our leadership position in the automation industry over the past century.
You join a diverse, inclusive and global community with a passion for innovation. A place where you can partner with great minds and inspiring people. And a corporation backed by the financial strength that drives growth - and career opportunities.
As much as we focus on our customers, we know our employees are key to our success and future. Helping you develop a rewarding career is a top priority. Because when you succeed, we succeed.
Rockwell Automation is an Equal Opportunity/Affirmative Action employer.
If you are an individual with a disability and you need assistance or an accommodation during the application process, email our Talent Acquisition representative at (see application details).
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