Senior 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

Job description

The engineer will join our Managed Application Support Team focused on our Information Software products, providing you with the opportunity to work across a broad range of industries. The engineer will create and publish knowledgebase articles, blogs, or videos for reference by customers and Rockwell Automation employees.

We ask that you have self-initiative, ownership, excellent soft skills, motivation to provide exceptional customer service from launch to resolution for each issue, commercial sensitivity, responsiveness, collaboration, technical engineering expertise and business acumen. The engineer's primary responsibility is to provide technical support for the FactoryTalk Suite of products with a concentration on the Information Software products. The engineer will provide support services by phone, screen sharing and email to Developers, System Administrators, Field Consultants, and Engineers.

This position is based in Colombia and reporting to the Supervisor, Remote Support.

Your Responsibilities:

You will effectively provide customer support by troubleshooting customer issues by phone, chat and email.

You should have a developed commercial ability to handle complex customer system issues from start to finish

You will understand and troubleshoot system level issues as it relates to our Connected Enterprise.

You will develop relationships with key Business Unit, engineering disciplines.

You will handle escalations that involve working with other products, or group of other products outside of their core area.

You will interpret information gathered by tools and act upon it.

You will perform project management function for customer issues by setting expectations for follow up, maintaining Service Ticket notes and by accomplishing the KCS process

The Essentials - You Will Have:

Bachelor's degree in engineering or related field.

5+ years of experience in engineering in field/remote support experience.

Experience in partnering with sales teams and customers

Knowledge to deliver technical presentations to internal and external customers

High level of system/product expertise that people inside and outside of RA seek out for help resolve customer issues.

Demonstrate ability to apply skills cross-functionally in at least one other support area

Apply concepts related to Controls, Communications, EOI

Preference for English at a very good level

What we offer:

Please contact your TA advisor for details

We believe that employee diversity is an important element of our common future. We provide opportunities for talent growth with the entire organization. We support equality by celebrating the individuality of every person, regardless of their origin and identity. We appreciate the unique cultural pattern and variety of experiences in each of us. We invite all who want to join and change the world of our organization.

#LI-EV1

#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.