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 Senior Engineer, Tech Support - Mequon, Wisconsin, United States

Job information
Posted by: Rockwell Automation 
Hiring entity type: Manufacturing 
Work authorization: Not Specified for United States
Position type: Direct Hire, Full-Time 
Compensation: ******
Benefits: See below
Relocation: Not specified 
Position functions: Engineering - Electrical
Service/Skilled - Technician
Travel: Unspecified 
Accept candidates: from anywhere 
Languages: English - Fluent
Minimum education: See below 
Minimum years experience: See below 
Resumes accepted in: English
Cover letter: No cover letter requested
Job code: R21-7294 / Latpro-3822607 
Date posted: Sep-10-2021
State, Zip: Wisconsin, 53097


Location: Mequon - Wisconsin
Location: Mayfield Village - Ohio
Location: Eden Prairie - Minnesota

Job Description

As a Senior Engineer, Tech Support,you will provide technical support to field engineers, technicians, and product support personnel who are diagnosing, troubleshooting, repairing and debugging systems. Respond to situations where first-line product support has failed to isolate or fix problems in malfunctioning equipment or software. Reports design, reliability and maintenance problems or bugs to design engineering/software engineering.

May be involved in customer installation and training. Provides support to customer/users where the product is highly technical or sophisticated in nature.

Key Responsibilities:

  • Provide customer support by troubleshooting and solving customer issues via the phone, chat and email.
  • Manage customer interactions including and not limited to, setting expectations with customers prior to concluding an interaction, capturing the customer issue/resolution/steps taken to troubleshoot within Service Ticket notes, executing the Knowledge-Centered Support (KCS) process and following up with customer(s) in a timely manner
  • Handle complex customer system issues from start to finish and serve as company liaison to the customer for multiple product families and various types of customer inquiries.
  • Participate in the establishment, measurement, and achievement of customer satisfaction metrics
  • Adhere to all necessary company policies and procedures, standard operating procedures and completing company/organization-wide required documentation/trainings.
  • Support entire core of Motion Control products (Kinetix Drives, motors, and software); develop domain expertise within our group.
  • Update and author Technical Notes and other documentation with solutions or workarounds to commonly experienced problems, installation practices that create problems, how-to guides, etc. to improve customer satisfaction and acceptance.
  • Understand and troubleshoot system level issues as it relates to Connected Enterprise.
  • Work independently to optimize work activities and revenue generation while providing field service support for customers.
  • Handle escalations that involve interfacing with other products, or group of other products outside of their core area.

Basic Qualifications:

  • 2yr Technical Degree (with extensive qualified experience )
  • 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.

Preferred Qualifications:

  • Bachelors Degree in Engineering discipline
  • Three years' experience designing, starting up, and/or troubleshooting industrial automation systems.
  • High level of system/product expertise on Rockwell Automation products including but not limited to experience with multi-axis servo controls, Sercos, Ethernet IP and Motion Control machine applications.
  • Ability to handle high pressure work situations
  • Self-initiative, ownership, excellent listening skills, and drive to follow issues to resolution commercial sensitivity, and superb attention to detail.
  • Responsiveness, customer-centric mindset, collaborative, technical engineering expertise, and business acumen.

    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 (see application details).


    See job description


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