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
Summary:
Provide technical support and issue resolution for Rockwell Automation employees (sales people, customer care, product management, business unit users), distributors, and customers (System Integrators, OEMs, End User Customers, EPCs, Panel Shops, Consultants.
Manage technical support requests for software such as Proposal Works, CrossWorks, Standards Builder, MCS Star, Product Configurator, and others. Assess technical support requests, research answers and resolutions, and share with initiators of the requests.
Maintain a knowledge base of answers for use in addressing future requests.
Maintain an ageing report of support requests dependent on answers from tier 2 support providers (product owners) and tier 3 support providers (development team) and use that aging report to lead routine follow up. Manage customer drawing (DWG, STP etc.) requests received.
When customer drawings do not exist, forward to applicable product manager for fulfilment. Maintain aging report of these requests to lead routine follow-up.
Provide updates for support and drawing requests to requestors on a routine basis.
Escalate requests not receiving attention to Programme Manager. collaborate with development team to correct programming issues identified by requestor.
Validate answers provided by tier 2 and tier 3 support before communicating to requestor.
TRAVEL REQUIREMENTS :
You will be asked to travel; actual travel necessary will vary with business conditions
Your Responsibilities:
- Minimum 4 years of experience after college in a role requiring a working knowledge of automation products and industrial control components in presale or post sales engineering or support role and experience in the software industry or software development or marketing organisation Interaction with Product Managers and third-party companies and other team members to gain information to resolve support requests
- Enter verified defects into backlog and advise user who reported the issue once the issue is resolved Basic data skills (MS Access and Excel)Working overlapping working hours with USA Time zones
- Exposure to product configurators and working in a configurator development environment Interaction with diverse global customer base Working on teams distributed geographically Working with SAP ECC as a data consumer
- You will report to Team Lead -Digital tools
The Essentials - You Will Have:
- Understanding of automation and industrial control product offerings and their electrical, mechanical, and functional features and application
- Working knowledge of control systems, components, and electronics
- Knowledge of product selection process for automation and industrial control products
- Knowledge of strategies and techniques for researching product offerings
- English speaking and writing
- Use SAP ECC transaction codes for investigating and identifying causes of data understanding problems between selection and configuration tools and product information management system or SAP Extremely customer responsive and focused COMPETENCY
The Preferred - You Might Also Have:
- Gain product knowledge quickly to support an expanding range of requestsTime, priority, and task management and organizing for efficiency and handling multiple requests Collaboration with product managers, product owners, and tier 2 and tier 3 support
What We Offer:
Our benefits package includes …
- Comprehensive mindfulness programs with a premium membership to Calm
- Volunteer Paid Time off available after 6 months of employment for eligible employees
- Company volunteer and donation matching program – Your volunteer hours or personal cash donations to an eligible charity can be matched with a charitable donation.
- Employee Assistance Program
- Personalized wellbeing programs through our OnTrack program
- On-demand digital course library for professional development and other local benefits!
At Rockwell Automation we are dedicated to building a diverse, inclusive and authentic workplace, so if you're excited about this role but your experience doesn't align perfectly with every qualification in the job description, we encourage you to apply anyway. You may be just the right person for this or other roles.
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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.