Rockwell Automation is a global technology leader focused on helping the world’s manufacturers be more productive, sustainable, and agile. With more than 25,000 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

This position can sit remotely anywhere within the Continental United States.

Reporting to the Manager of Remote Support, you will provide technical support to our customers, our field engineers, our technicians, and our product support personnel who are diagnosing, troubleshooting, repairing, and debugging systems. You will provide technical expertise for Rockwell Automation PlantPAx, FactoryTalk Batch, and Process Safety products and technologies.

What You'll Do:

• You will provide customer support by troubleshooting customer issues by phone, chat and email.
• You will 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, working the Knowledge-Centered Support (KCS) process and following up with customer(s) promptly
• You will handle complex customer system issues from start to finish and serve as company liaison to the customer for multiple product families and different types of customer inquiries.
• You will participate in the establishment, measurement, and achievement of customer satisfaction metrics
• You will follow all necessary company policies, standard operating procedures and complete company-wide required documentation/trainings.
• You will support entire core area of Automation Control, develop domain expertise within core area of Process Control and will mentor other engineers.
• You will update and author technical notes and other documentation with solutions to commonly experienced problems, installation practices that create problems, and how-to-guides to improve customer satisfaction and acceptance.
• Understand and troubleshoot system level issues as it relates to Connected Enterprise.
• You will try to improve work activities and revenue generation while providing field service support for customers.
• You will handle escalations that involve working with other products, or group of other products outside of your core area.

Your Basic Qualifications:

• Bachelor's Degree
• You have Legal authorization to work in the US. We will not sponsor individuals for employment visas, now or in the future, for this job opening.

Your Additional Qualifications:

• Most importantly, you have two years or more experience working with Rockwell's PlantPAx DCS.
• High level of system/product expertise on Rockwell Automation products including PlantPAx, FactoryTalk Batch, ControlLogix, Trusted, AADvance, 1715 SIL2, 1756 SIL2, FactoryTalk ViewSE.
• You can handle high pressure work situations.
• You have a responsive and customer-centric mindset. You are collaborative and able to demonstrate your knowledge when dealing with customers and company partners
• You have specific expertise in applying automation technology to a process
• You interpret information gathered by tools and demonstrate use

Your Benefits:

• Great compensation package
• Paid time off and generous holiday schedule
• Health, dental, and vision insurance
• 401k match and additional company contribution
• Family leave for mothers and fathers upon birth of a child

The base salary compensation range for this role in Colorado and New York City is $80,000-95,000 with an annual target bonus of 5% of base salary.

You will be part of a job family. Experience will be the determining factor.

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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 (844) 404-7247.