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
Position Summary
Provide troubleshooting assistance for Rockwell Automation products to customers, Rockwell Automation field office personnel, distributors, and systems integrators.
Investigate and verify product problems in software, firmware, hardware and documentation. Document the problem via the customer relationship management (CRM) system; work with appropriate resources to resolve the problem.
Contribute to knowledgebase by documenting problems, work-arounds, solutions and common "how to's".
Maintain personal knowledge of Rockwell products and technologies by attending internal / external training classes and reading journals.
Scope
Geographical Coverage- Global Support
Shift Job
#LI-Hybrid
Principal Duties and Responsibilities
1. Provide technical assistance to customers over the telephone, electronic support (Email, SAQ and Live Chat). Use appropriate resources, such as knowledgebase, documentation, other local or global RSS engineers, or product simulation, to answer the enquiry.
2. Where necessary, transfer to CustomerCare across Asia Pacific to dispatch a field service engineer. Provide a technical briefing to dispatched engineers and give telephone support to field service engineers.
3. Ensure that technical enquiries are logged into a the customer relationship management (CRM) system, ensuring completeness of information so that Global Technical Support, product division or commercial engineering can reproduce an engineering fault, and develop fixes.
4. Review, Update and Create technical notes for the KnowledgeBase, and other documentation to provide on-line solutions to commonly experienced situations.
5. Provide a simulation and analysis of faults for customers through use of technical support lab when necessary, making appropriate recommendations.
6. Follow the support procedures of the RSS to ensure global support consistency and maximise customer satisfaction. Including accepting, reviewing and responding to customer feedback.
7. Develop and maintain a specialty in a relevant/current Product Range or Service offering.
8. Maintain the required PADR objectives
Assist Sales Growth
Within the scope of the above tasks, every effort is to be made to encourage customers in the purchase of new equipment; product upgrades, support & maintenance contracts and the use of paid support services.
Maintain Technical Competency
Maintain current technical knowledge of Rockwell Automation products, associated equipment, and technologies by:
Qualifications
Minimum:Diploma or Certificate in a Technical Discipline or appropriate industry experience
Preferred
Degree level education, in Electrical and Electronic engineering, Mechatronics, IT and Computer Science
Languages
Minimum:Fluent (Verbal & Written) English.
Experience
Minimum:One year practical application in a customer service technical role, either office or field support.
Preferred:At least 1 year experience in designing, installing, commissioning or maintaining industrial automation systems and applications, preferably with Rockwell Automation equipment.
Job Skills
Technical Skills:Background in industrial automation control engineering
Understanding basic electrical theory
Knowledge of computer hardware and peripheral devices.
Knowledge of Microsoft Windows operating systems. preferably with MCP Certification
Proficient in MS Office applications, Intranet, Internet and Lotus Notes
Understanding of communications – i.e. Serial RS232/RS485, Ethernet (TCP/IP) – additionally Modbus, DH+ and ControlNet, Basic knowledge of Controllers, Drives and Software.
Techniques such as ODBC, OPC, ActiveX, VB, C++, Java and Dot NET
Understanding of programming control system strategies using Function Block Diagrams, Sequence Flow Control diagrams and Ladder Logic
Understanding of Motor Control Techniques
Understanding of Process Control (PID)
Non-Technical
:Verbal and written communication skills
Problem solving skills and experience
Committed to Customer Satisfaction.
Ability to take ownership of issues and managing the issue through to satisfactory conclusion / resolution.
What We Offer:
Our benefits package includes …
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.