Technical Support Representative – Plex

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

Technical Support Representative – Manufacturing Operations

Want to work with, visionaries, and community-minded people who? We do too.

Plex is more than a software company — we're a team of who are driving innovation and unlocking the promise and value of smart manufacturing.

It isn't a trend or a moment, it's a movement. And we're leading it, but we can't lead it alone.

That's where you come in.

Plex Systems, Inc.® delivers the first smart manufacturing platform, helping the world's leading to make awesome products. Built in the cloud, the Plex Smart Manufacturing Platform includes MES, ERP, supply chain management, Industrial IoT, and analytics.

We believe that anything that can be made can be made better, and we are focused on finding the right people to help us achieve the big important tasks ahead.

Is that person you?

We are looking for a Technical Support Engineer to join our growing Manufacturing Operations team in Pune.

WHAT'S YOUR IMPACT?

• Provide excellent customer support for customers using PLEX, including answering questions, explaining products and services, analysing and troubleshooting, testing and implementing software enhancements.
• Diagnose difficult issues with complex software configurations
• Research the ERP database to understand problems, using SQL for queries.
• Gather information, research and manage user support requests.
• Escalate requests and to the correct product team.
• Manage work queues within Service Cloud to comply with Service Level commitments.
• Manage deliverables with internal departments and customers.
• Provide functional and technical guidance to customers on new enhancements, modules, and features.
• Advise customers about available service(s) and assess customer needs.
• Use and enhance Knowledge Management System
• Build relationships with customers and internal team members.

IS IT IN YOU?

• Minimum of 2 years of previous technical support service experience within a technical environment or a bachelor's degree in a STEM major (Science, Technology, Engineering or Mathematics)
• Previous Manufacturing experience (Production, Process Engineering, Quality, Subcontract, Tooling).
• SQL experience
• Experience interpreting and responding to customer requests).
• Experience using or supporting an ERP/MRP system.
• Demonstrated experience troubleshooting customer escalations within a ticketing-based workflow, while achieving Service level agreement requirements
• Proficiency in MS Office, with an emphasis on Excel (can maintain complex spreadsheets)
• Willing to work in a rotational shift including non-standard hours, depending on business needs.
• Benefits:
• The ability to collaborate with, learn from colleagues in a complex, global organization.
• We provide a working environment with a creative company, paired with a great compensation package, great benefits, and a supportive atmosphere where you can sharpen with new challenges and development opportunities.
• Hybrid work-from-home and at a determined Rockwell Automation facility.
• Corporate Social Responsibility opportunities,
• Support from our 24/7 employee assistance program.
• Primary work location: Noida, India. 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.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.