Technical Support Engineer

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 provides technical support to field engineers, technicians, and product support personnel who are diagnosing, troubleshooting, repairing and debugging systems. Initiative and the ability to stay focused on results despite changing conditions, is the key to achieving the performance objectives of this job. You will enjoy building relationships with customers and coworkers in a variety of settings. You will report to the Supervisor, Remote Support and have a hybrid schedule working in Chelmsford, MA.

Your 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 in nature
• Support Rockwell Automation portfolio of Industrial Controls/Electronic Power Components solutions including network communication protocols, ex. Ethernet, DeviceNet, Logix
• Be a company liaison to the customer, supporting multiple product families and 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 workarounds to commonly experienced issues, how-to guides, videos to improve customer satisfaction and acceptance

The Essentials – You Will Have:

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

The Preferred – You Might Also Have:

• 2+ years of experience working with Rockwell Automation Control Products such as Circuit Breakers, Circuit Protection, Motor Starters, and other core Rockwell Products.
• Experience providing support to customer/users where the product is technical
• Experience partnering with sales, project teams, and customers
• Knowledgeable in safety products

What We Offer:

• Health Insurance including Medical, Dental and Vision
• 401k
• Paid Time off
• Parental and Caregiver Leave
• Flexible Work Schedule where you will work with your manager to enjoy a work schedule that can be flexible 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.

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.

#LI-Hybrid

#LI-AC1

This position is part of a job family. Experience will be the determining factor.

The base salary compensation range for this role in Massachusetts is $67,000-$101,000 with an annual target bonus of 5% of base salary.

Rockwell Automation is an Equal Opportunity Employer including disability and veterans.

If you are someone with a disability and you need assistance or reasonable accommodation during the application process, please contact our services team at +1 (844) 404-7427.

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.

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.