About the Role
The engineer will deliver remote assistance for LVD systems, identifying technical problems, implementing fixes, and maintaining system performance using diagnostic tools and customer communication.
Responsibilities
- Diagnose technical issues in industrial equipment remotely
- Guide customers through corrective actions via phone or digital channels
- Use diagnostic software to evaluate system performance
- Document troubleshooting steps and resolutions
- Collaborate with field engineers for escalated cases
- Respond to support tickets within defined service level agreements
- Maintain up-to-date knowledge of product changes
- Provide feedback to development teams on recurring issues
- Support customers across multiple time zones
- Follow structured processes for issue resolution
- Escalate complex technical problems when necessary
- Ensure compliance with safety and operational standards
- Participate in on-call rotations
- Conduct remote system health checks
- Assist with software updates and patches
- Train customers on best practices for system use
- Monitor system alerts and initiate responses
- Work with cross-functional teams to resolve incidents
- Maintain accurate case records in support systems
- Adhere to data security protocols during remote access
Nice to Have
- Certification in automation or control systems
- Experience with Rockwell Automation platforms
- Familiarity with virtual private networks and remote access tools
- Knowledge of cybersecurity practices in industrial settings
- Previous work in a 24/7 support environment
Compensation
Competitive salary and benefits package
Work Arrangement
Remote position with possible on-call requirements
Team
Part of a global technical support team focused on delivering timely solutions
About the Team
This role is part of a specialized support unit that handles advanced technical inquiries for LVD systems worldwide, emphasizing rapid response and deep technical expertise.
Work Environment
Engineers work remotely using secure connections, with access to diagnostic platforms, knowledge databases, and collaboration tools to support global customers.
Not available for this position
