Technical Support Engineer (Hybrid)

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

Rockwell Automation is the largest company in the world dedicated to industrial automation and information. Here, we connect the imaginations of people with the potential of technology to make the world more experienced, more connected and more productive. From improving the production of medicines that boost human health to reducing waste in an oil and gas plant, the work we do changes how we live.

We believe we are doing things never before possible. And we need the brightest minds to help make that happen – the makers, the forward thinkers, the problem solvers. That's where you come in.

The focus of this job is on achieving results which are aligned with the larger picture of the organization and its strategic goals. Initiative, coupled with a sense of improve, and the ability on results despite changing conditions, is the important for achieving the performance goals of this job. The emphasis on building relationships with customers and coworkers in you and group.

The Technical Support Engineer provides technical support to field engineers, technicians, and product support personnel who are diagnosing systems.

The Technical Support Engineer will have experience working with Rockwell Automation Control Products such as Sensors, Circuit Breakers, Circuit Protection, Motor Starters, and other core Rockwell Products.

Responsibilities:

• Respond to situations where first-line product support has failed to isolate or fix problems in malfunctioning equipment or software.
• Report design, reliability and maintenance problems or bugs to design engineering/software engineering
• Provide support to customer/users where the product is technical or in nature.
• Support Rockwell Automation portfolio of Industrial Controls/Electronic Power Components solutions including network communication protocols, ex. Ethernet, Device Net, Logix.
• Be a company liaison to the customer, supporting multiple product families and multiple types of customer inquiries
• Manage customer interactions including and not limited to, 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
• Update and author Technical Notes and other documentation with solutions to commonly experienced issues, how-to guides, videos, to improve customer satisfaction and acceptance
• Typical hours are between 8AM to 5PM US CST with some evenings and weekend support as Hybrid offered. General working hours are 8AM-5PM CST but can vary depending on staffing.
• This position can be a hybrid position

Basic Qualifications:

• Bachelor's degree in engineering or technology field or Technical Degree with experience.
• Work between the hours of 7AM to 5PM CST with some evenings and weekend support.
• Must be authorized to work in the Dominican Republic without sponsorship now or in the future. Rockwell Automation will not offer sponsorship for this position

Could you also have:

• 1+ years of experience working with Rockwell Automation Control Products such as Sensors, Circuit Breakers, Circuit Protection, and Motor Starters.
• Provide support to customer/users where the product is technical or in nature
• Partner with sales, project teams, customers & team members

We offer a Hybrid job environment where employee has option to from home part-time. #LI-Hybrid

What We Offer:

• Health Insurance including Medical.
• Paid Time off
• Gas allowance or transportation.
• Flexible Work Schedule where you will work with your manager to enjoy a work schedule that works with your personal life.
• To learn more about our benefits package, please visit at www.raquickfind.com.

We are committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender, gender identity or expression, or veteran status. We are proud to be an equal opportunity workplace.

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.