Remote 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

Summary:

You will have experience supporting industrial automation products and technologies, including Rockwell Automation sensing, control, and communication solutions. Experience with photoelectric sensors, proximity sensors, RFID, code readers, industrial networking, PLC programming, and machine automation is.

The Remote Support Engineer will support Rockwell Automation products and technologies such as:

- Photoelectric Sensors
- Proximity Sensors
- Vision Sensors
- RFID Systems
- Industrial Code Readers and Scanners
- Encoders
- Condition Monitoring and Condition Sensing Solutions
- Basic Logix PLC Programming
- Industrial Communication Protocols including EtherNet/IP, IO-Link, DeviceNet, and EtherNet/IP In-Cabinet
- Industrial Networking and Automation Systems
- Other core Rockwell Automation products and technologies

Responsibilities

- Respond to situations where first-line product support has been unable to isolate or resolve issues involving industrial automation hardware, software, or communications networks.
- Report design, reliability, maintenance, and software-related concerns to product engineering and development teams.
- Provide technical support to customers and users of advanced industrial automation products and solutions.
- Support Rockwell Automation's portfolio of industrial control and sensing products, including Sensors, Safety Components, Code Readers, RFID, Encoders, Vision Systems, Condition Monitoring solutions, and industrial networking technologies.
- Protocols such as EtherNet/IP, IO-Link, DeviceNet, and related automation technologies.
- Be a trusted technical advisor and company liaison to customers across multiple product families and product applications.
- Manage customer interactions by setting expectations, documenting troubleshooting activities, capturing resolutions within service management systems, and providing follow-up.
- Apply Knowledge-Centered Service (KCS) practices to improve knowledge sharing and customer success.
- Develop technical notes, troubleshooting guides, knowledge articles, training materials, videos, and other documentation designed to improve customer satisfaction and reduce support effort.
- Collaborate with sales teams, engineering teams, product managers, and team members to address customer challenges and improve product adoption.
- Participate in after-hours and weekend support rotations.

Working Conditions

- Our needs and staffing requirements may require evening, weekend, and on-call support.
- Hybrid Work Model: You will follow a hybrid work model with designated in-office days on Monday, Tuesday, and Thursday. Following successful onboarding, employees may be eligible to work remotely for up to three days per week. (if business conditions allows it).

The Essentials - You Will Have:

- Bachelor's degree in any of the following: Electronics Engineering, Electrical Engineering, Electromechanical Engineering, Mechatronics Engineering, Telematics Engineering, or a related technical discipline. We may consider equivalent technical education with relevant industrial automation experience.
- Bilingual English and Spanish language skills.

The Preferred - You Might Also Have:

- One or more years of experience supporting industrial automation, industrial controls, sensing technologies, machine automation, or industrial networking products.
- I have experience working with Rockwell Automation and Allen-Bradley products. These products include Safety Components, Relays, Contactors, Overload Relays, Guard Link, and Soft Starters. Additionally, I have worked with Variable Frequency Drives (VFDs), Logix Controllers, PLC Programming, Circuit Breakers, Circuit Protection products, and Motor Starters.
- Experience troubleshooting sensors, RFID systems, industrial code readers, IO-Link devices, EtherNet/IP networks, and related automation technologies.
- Previous experience providing technical support for industrial products, control software, or automation solutions.
- Experience working directly with customers, distributors, OEMs, systems integrators, engineering teams, and sales organizations.
- Troubleshooting, and problem-solving skills.
- Demonstrated customer focus and exceptional technical support experiences.
- We offer a Hybrid Work Model that provides eligible employees the opportunity to work remotely up to three days per week following successful onboarding and when our needs permit.#LI-Hybrid.
- Work between 9AM to 6PM with some evenings and weekend support.

What we offer:

- Transportation allowance or gas allowance.
- Lunch allowance.
- Complementary medical insurance.
- Personal hours.

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.

#LI-Hybrid

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.