Responsibilities
- Provide customer support by troubleshooting customer issues through 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
- Be a company liaison to the customer for multiple product families and different types of customer inquiries.
- Participate in the establishment, measurement, and achievement of customer satisfaction metrics
- Follow all necessary company standard operating procedures and completing organisation-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 workarounds to commonly experienced problems, installation practices that create problems, how-to guides to improve customer satisfaction and acceptance.
Requirements
- 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.
- A valid passport.
Nice to Have
- Understanding of Rockwell Automation's Control Logix , Compact Logix, Panel Views, FT Optix, RsLinx, Logix Designer, Stratix switches.
- 4+ years' experience troubleshooting, implementing, or design of industrial process or automation systems.
- Knowledge of PLCs, Ethernet networking, and Human Machine Interface (HMI) systems.
- Experience installing, configuring programming software, Controllers and Switches.
- Complex software and hardware issues by isolating and breaking them down into smaller problems that can more easily be solved.
- Experience guide customers on how to fix display output issues between computers and monitors using VGA, DVI, DP, and HDMI connectors and display adapters.
- Get the logs needed from Controller and programming devices and identify events that may contribute to an issue.
- Resolve network issues using tools such as Windows Command Line, PowerShell, and Wireshark.
- Navigate and manage complex network subnets to ensure seamless communication between servers and client devices.
- Communicate effectively in both verbal and written formats, adapting to diverse audiences and encouraging understanding across teams.
- Collaborate with colleagues, building strong relationships and ensuring tasks are prioritized appropriately.
- Work independently and as part of a team, demonstrating flexibility and accountability in achieving goals.
- Contribute effectively in remote work settings, maintaining strong connections and productivity without face-to-face interaction.
Work Arrangement
Hybrid
Additional Information
- Comprehensive mindfulness programs with a premium membership to Calm
- Volunteer Paid Time off available after 6 months of employment for eligible employees.
- Company volunteer and donation matching program – Your volunteer hours or personal cash donations to an eligible charity can be matched with a charitable donation.
- Employee Assistance Program
- Personalized wellbeing programs through our OnTrack program
- On-demand digital course library for professional development
