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 work with a team, located in Canada and the USA, of Technical Support specialists who provide support for all Rockwell Medium Voltage Products. You will help customers, field service teams, Rockwell employees and distributors in diagnosing, troubleshooting, and providing remote support orientation to repair systems. You may be involved in customer installation and training programs. You will report to the Supervisor, Remote Technical Support and have a hybrid schedule working in Cambridge, ON, Canada or Mayfield Heights, OH, USA.
- Provide remote technical expertise for Rockwell Automation Medium Voltage Drives, starters, power systems and associated technologies.
- Provide technical support over the phone, emails, online or in-person (if required and accommodated to the main roles) to Rockwell Automation customers, distributors, field engineers, technicians, and product support personnel.
- Respond to situations in first-line coverage, as well, as escalation cases from other teams and regions.
- Handle from simple to complex customer system issues from start to finish in situations can be presented since a troubleshooting of a product fault to a deeper analysis of the system with other BU areas, serving as company liaison to the customer.
- Manage customer interactions including 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.
- Be a company liaison to the customer, providing adequate extended support to other product families of customer inquiries
- Understand and troubleshoot system-level issues as they relate to Connected Enterprise.
- Develop area(s) of expertise within core Intelligent Devices Products areas like MCCs, Low Voltage Drives & Motion Control and Industrial Controls.
- Be active in knowledge Transfer initiatives, updating and creating Technical Notes and other documentation with solutions to commonly experienced issues, how-to guides, videos to improve customer satisfaction and acceptance.
- Develop skills of Knowledge Transfer and act actively in KCS methodology.
- Bachelor's Degree in Engineering or Technology field
- Legal authorization to work in Canada is required. We will not sponsor individuals for employment visas, now or in the future, for this job opening.
- 3+ years of experience in MV Drives Systems and solutions, power systems and associated technologies.
- Knowledge in advanced MV Drives Systems and solutions is a differential.
- Knowledge in Rockwell Automation Low products and technologies, also Motion Control products a differential.
- Knowledge of Rockwell Automation Control and Network products and systems are important.
- Provide technical, eventually commercial sensitive feedback, internally and externally, to enhance Rockwell's value to the customer
- Understand power systems, connected enterprise and Rockwell Automation's capabilities in providing solutions for our customers.
- Partner with all BU areas like Project Management, Application Engineering, Product Management, Quality, Sales and Distributors.
- Health Insurance including Medical and Dental
- Health Care Spending Account (HCSA – dependent on the plan chosen)
- Employee Assistance Program (EAP)
- Retirement plans
- Paid Time off
- Volunteering Time off
- Employer Savings Plan Matching (includes RRSP, TFSA, and EPSP)
- Employer Paid DC Pension
- Maternity and Parental Leave Top-Up
- Fitness Reimbursement Program
- Flexible Work Schedule where you will work with your manager to enjoy a work schedule that can be flexible with your personal life.
- 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 set a schedule flexible with your personal life.
- To learn more about our benefits package, please visit at www.raquickfind.com .
This position is part of a job family. Experience will be the determining factor for position level and compensation.
For this role in Canada, the Base Salary Compensation is from $65,840 - $98,760 with an annual target bonus of 5% of base salary. Actual pay will be based on factors such as skills, knowledge, education, and experience.
This posting is for an existing vacancy within our organization
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 candidate for this or other roles.
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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 (519) 618-4899.
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.
