SUMMARY/SCOPE OF POSITION:
The primary responsibility of the Technical Support Engineer position is to provide technical support to Rockwell Automation customers’, field engineers, technicians, and product support personnel who are diagnosing, troubleshooting, repairing and debugging systems. Technical Support Engineer will be responsible for providing technical expertise for Rockwell Automation SLC’s, Micrologix, CompactLogix, ControlLogix and associated I/O products and technologies.
Provide customer support by troubleshooting and solving customer issues via the phone, chat and email.
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
Serve as company liaison to the customer for multiple product families and various types of customer inquiries.
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.
Support entire core area of Automation and independently applies knowledge.
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.
Bachelor of Science in Electronics, Electrical Engineering or Computer Science or related field with at least two years’ related experience.
At least one year experience working with industrial automation products / systems.
Must be able to work in the US without sposnsorhip.
This position is part of a job family. Experience is the determining factor, the base salary compensation range for this role in Colorado is $62,080.00 - 77,600.00 USDA Annual with an annual target bonus of 5% of base salary.
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) 404-7427.