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SalaryRockwell 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
Rockwell Automation is hiring!
We are looking for a Remote Support Engineer to be based in our Hawthorn, Melbourne office!
He / She will join the Remote Support team which handles broad range of customer inquiries in scope of Rockwell Automation and Allen Bradley software and hardware related questions. This is great opportunity to gain a highly complex knowledge and experience in Industrial Automation area and become specialist in one of many fields like PLC, SCADA, HMI, Power Control – Drives, Motion, Industrial Networks and many more.
Job Scope:
- Provide customer support by troubleshooting and solving customer issues via the phone, chat and SAQ (email response). Simulation and analysis of clients’ issues using available resources. Research, verification, and resolution of reported issues.
- Manage customer interactions including and not limited to, setting expectations with customers prior to concluding an interaction, capturing the customer issue/resolution/steps taken to troubleshoot within Service Ticket notes, executing the Knowledge-Centered Support (KCS) process and following up with customer(s) in a timely manner. Documenting technical solutions and best practices
- Serve as company liaison to the customer for multiple product families and various types of customer inquiries.
- Developing professional expertise. Applies company policies and procedures to resolve variety of issues.
- Participate in the establishment, measurement, and achievement of customer satisfaction metrics
- Adhere to all necessary company policies and procedures, standard operating procedures and completing company/organization-wide required documentation/trainings.
- Develop area(s) of expertise within core area of Automation and deliver internal training/knowledge sharing to respective core area.
- Update and author Technical Notes and other documentation with solutions or workarounds to commonly experienced problems, installation practices that create problems, how-to guides, etc. to improve customer satisfaction and acceptance.
- Frequently interacts with peers and customers to gain cooperation of others or conduct presentations of technical information/project activities. Builds productive internal/external working relationships.
- Continuous improvement in products and technologies required to provide high level support for customers.
- Bachelor of Science in Electronics, Electrical Engineering or Computer Science or related field
- At least 2 years' experience working with industrial automation products / systems
- Strong communication skills via email, phone etc.
- Expertise in Industrial Networks, CCNA certified etc. will be an added advantage
At Rockwell Automation, our culture is shaped through great employees who are enabled and inspired to do their best work. We offer:
- Empowering Culture that embraces Diversity & Inclusion
- Flexible and Hybrid Work Arrangements
- Mentorship Programmes and Dedicated Employee Support
- Local & Global Career Development Opportunities
- Don't just take our word for it that we have an inclusive culture and fantastic benefits! Here are some of the recent awards and recognition we have received in Australia:
- Endorsed employer for Women. See our range of benefits and policies on the Work180 website
- Rockwell Automation Australia achieved a finalist position for the Excellence Awardee in Employer of Choice category for the HR Awards 2023.
Are you ready to join us to make the world work better? We are actively recruiting for this position and as such may not wait until the job ad expires before reviewing applicants, so apply now!
If you don't match the experience above 100%, that’s ok! We would still love for you to apply so we can have a conversation about how your skills could potentially be used at Rockwell Automation.
We acknowledge the importance of our people’s diverse experiences, talents and cultures. Embracing diversity and creating inclusion is a key component of our talent strategy, because our differences enable us to tap on to unique perspectives and experiences.
Aboriginal and Torres Strait Islander people are encouraged to apply.
We’re committed to being inclusive when we hire people and understand that adjustments are sometimes needed. We want all applicants to perform at their best and contend with other applicants equally.
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