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 Remote Technical Support Engineer - Dallas, Texas, 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
 
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: R21-5725 / Latpro-3823503 
Date posted: Sep-14-2021
State, Zip: Texas, 75201

Description

Location: Dallas - Texas
Location: Milwaukee - Wisconsin

Job Description

This is a remote position and can be located anywhere in North America, while providing technical expertise via phone, chat and email.

The preferred candidate will have experience troubleshooting Medium Voltage Drive Systems and possess Medium Voltage Starters experience.

Responsibilities:

  • Responsible for providing technical expertise for Rockwell Automation Medium Voltage Variable Frequency Drives products and technologies.

  • Provides over the phone technical support to Rockwell Automation customers, field engineers, technicians, and product support personnel.

  • Responds to situations where first-line product support has failed to isolate or fix issues in malfunctioning equipment or software.

  • 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.

  • Manages 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.

  • Serve as company liaison to the customer, providing adequate extended support to other product families and various types of customer inquiries Understand and troubleshoot system level issues as it relates to Connected Enterprise.

  • Develop area(s) of expertise within core area of Low Voltage Drives & Motion Control

  • Update and author Technical Notes and other documentation with solutions or workarounds to commonly experienced issues, how-to guides, videos, etc. to improve customer satisfaction and acceptance

Basic Qualifications:

  • Bachelor's Degree in Engineering or Technology field; in lieu of degree, will consider an Associates of Science Degree in Engineering or Technology or equivalent technological training (e.g. technological training received while serving in the military, or equivalent industry training), with 3+ years of directly related experience

  • Working experience with Medium Voltage Variable Frequency Drives products and technologies

  • Medium Voltage Starters experience

  • Must be authorized to work in North America, preferred Canada without sponsorship now or in the future. Rockwell Automation will not offer sponsorship for this position

Preferred Qualifications:

  • Differential knowledge and experience with Rockwell Automation Low Voltage Variable Frequency Drives products and technologies, also Motion Control products

  • Support Rockwell Automation portfolio of Low Voltage Drives solutions including network communication protocols.

  • 3+ years' experience designing, starting up, and/or troubleshooting power solutions

  • Provides technical/ commercial feedback internally and externally to enhance Rockwell's value to customer

  • Possesses an understanding of systems, connected enterprise and Rockwell Automation's capabilities in providing solutions for our customers

  • Ability to partner effectively with sales, project teams, quality and customers & internal stakeholders

#LI-MM1 #lifeatrok

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).



Requirements

See job description

 

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