Responsibilities
- Deliver expert-level functional and technical assistance for the FactoryTalk Information Software platform, particularly in Life Sciences MES domains such as PharmaSuite.
- Identify and resolve intricate issues involving application functionality, system integrations, infrastructure components, and performance bottlenecks.
- Assist customer systems via phone, screen-sharing sessions, and email in collaboration with Level 3 support teams.
- Evaluate system performance across manufacturing execution systems, enterprise resource planning tools, databases, servers, and network infrastructure.
- Develop and publish clear, accurate knowledge base entries, technical blogs, instructional videos, and reference materials for both customers and internal users.
- Help refine and enhance support workflows and documentation practices over time.
- Collaborate with engineering, product, and support teams across functions to ensure rapid resolution of technical issues.
- Communicate clearly with both technical and non-technical audiences across customer and internal groups.
- Manage stakeholder expectations, deliver regular status updates, and maintain high levels of customer satisfaction during support engagements.
- Remain informed about evolving technologies, industry benchmarks, and competing solutions.
- Offer guidance and professional development support to less experienced team members.
- Present technical content to internal teams and external parties when required.
Work Arrangement
Hybrid
Team
Reports to: SR. MANAGER, GLOBAL APPLICATION SUPPORT - MOM SERVICES
Responsibilities
- Provide advanced functional and technical support for the FactoryTalk Information Software suite with emphasis on Life Sciences MES (e.g., PharmaSuite).
- Diagnose and resolve complex application, integration, infrastructure, and performance issues.
- Support customer environments through phone, screen sharing, and email interactions with L3 support teams.
- Analyze system behavior across MES, ERP, databases, servers, and network layers.
- Create and publish high-quality knowledge base articles, blogs, videos, and reference content for customers and internal teams.
- Contribute to continuous improvement of support processes and documentation.
- Partner with cross-functional engineering, product, and support organizations to drive timely issue resolution.
- Communicate effectively with technical and non-technical stakeholders across customer and internal teams.
- Manage expectations, provide status updates, and ensure customer satisfaction throughout the support lifecycle.
- Stay current with emerging technologies, industry standards, and competitive offerings.
- Provide mentorship and coaching to junior team members.
- Deliver technical presentations to internal and external audiences as needed.
Other
- Availability for rotational after-hours and weekend support as needed for 24x7 customer operations.
- 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.
