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    Remote Support Engineer - Cambridge, Canada - Rockwell Automation

    Rockwell Automation
    Rockwell Automation Cambridge, Canada

    2 weeks ago

    Default job background
    Full time
    Description

    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

    You will work with a team, located in Canada and the USA, of Technical Support specialists who provide support for all Medium Voltage Products. You will help the field service teams, customers, and distributors in diagnosing, troubleshooting, and providing remote support orientation to repair systems. You may be involved in customer installation and training programs. You will report to the Supervisor, Remote Technical Support and have a hybrid schedule working in Cambridge, ON.

    Your Responsibilities:

  • Provide remote technical expertise for Rockwell Automation Medium Voltage Drives, starters, power systems and associated technologies.
  • Provide technical support over the phone, chat, emails or in-person (if required and accommodated to main roles) to Rockwell Automation customers, distributors, field engineers, technicians, and product support personnel.
  • Respond to situations in first-line coverage, as well, as escalation cases from other teams and regions.
  • Handle from simple to complex customer system issues from start to finish in situations can be presented since a troubleshooting of a product fault to a deeper analysis of the system with other BU areas, serving as company liaison to the customer.
  • Manage customer interactions including setting expectations with customers before concluding an interaction, capturing the customer issue/resolution/steps taken to troubleshoot within Service Ticket notes, implementing the Knowledge-Centered Support (KCS) process and following up with customer(s) promptly.
  • Be a company liaison to the customer, providing adequate extended support to other product families of customer inquiries Understand and troubleshoot system-level issues as they relate to Connected Enterprise.
  • Develop area(s) of expertise within core Power Products areas like MCCs, Low Voltage Drives & Motion Control.
  • Be active in knowledge Transfer initiatives, updating and creating Technical Notes and other documentation with solutions to commonly experienced issues, how-to guides, videos to improve customer satisfaction and acceptance.

    • The Essentials - You Will Have:

  • Bachelor's Degree in Engineering or Technology field
  • Legal authorization to work in Canada is required. We will not sponsor individuals for employment visas, now or in the future, for this job opening.

    • The Preferred - You Might Also Have:

  • 3+ years of experience in MV Drives Systems and solutions, power systems and associated technologies.
  • Knowledge in advanced MV Drives Systems and solutions is a differential.
  • Knowledge in Rockwell Automation Low products and technologies, also Motion Control products a differential.
  • Knowledge of Rockwell Automation Control and Network products and systems are important.
  • Provide technical, eventually commercial sensitive feedback, internally and externally, to enhance Rockwell's value to the customer
  • Understand power systems, connected enterprise and Rockwell Automation's capabilities in providing solutions for our customers.
  • Partner with all BU areas like Project Management, Application Engineering, Product Management, Quality, Sales and Distributors.

    • What We Offer:

  • Health Insurance including Medical and Dental
  • Retirement plans
  • Paid Time off
  • Maternity and Parental Leave Top-Up
  • Flexible Work Schedule where you will work with your manager to enjoy a work schedule that can be flexible with your personal life.

    • **This position is part of a job family. Experience will be the determining factor for position level and compensation.

    someone

    #LI-Hybrid

    #LI-AC1

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