Job Details

Technical Support Engineer

You will provide technical support to field engineers, technicians, and product support personnel who are diagnosing, troubleshooting, repairing and debugging systems. You will respond to situations where first-line product support has failed to isolate or fix problems in malfunctioning equipment or software. You will also report design and maintenance problems or bugs to design engineering/software engineering. You may be involved in customer installation and training. Finally, you will provide support to customer and users where the product is technical in nature. The technical support engineer reports to the Remote Support Supervisor, and is a hybrid position in Mayfield Heights, Ohio.

Additional Responsibilities

• Effectively solve customer issues over phone or web based interactions.
• Represent Remote Support Services (RSS) during commercially sensitive I2R and Quality related product concerns.
• Collaborate in a cross functional capacity and engage the proper resources to drive high profile technical support commercial issues to closure.
• Responds to situations where first-line product support has failed to isolate or fix issues in malfunctioning equipment or software.
• Update and author Technical Notes and other documentation with solutions or workarounds to commonly experienced issues, how-to guides, videos, etc. to improve customer satisfaction and acceptance.
• Participate in on-the-job-training and other Field opportunities to increase knowledge on new products and offerings.

This is mostly weekend work with two 12 hour shifts 7AM-7PM EST and flexible 1 x 12 hour first shift during the week for a total of 36 hours.

The Essentials - You Will Have:

• Bachelor's degree
• Work within the United States without sponsorship. We will not sponsor for this role now or in the future

The Preferred - You Might Also Have:

• 2+ years experience with related products or Field service experience.
• Expertise in RA products such as Architectural and Component level Inverter drives i.e., PowerFlex750 series products, Legacy products, PF4xx, PF5xx products and solutions as well as Motion Control Drive systems
• Knowledge of standard Rockwell Automation software: Studio5000, ControlLogix, DeviceLogix, Connected Components workbench (CCW), RSLinx, RSNetworx
• Software tool skills: Webex , DPI platform, Vuforia/PTC Chalk, , Proposal Works
• Advanced system knowledge of safety, networks utilizing Stratix switches, multi-axis control, and robotics

What We Offer:

• 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 enjoy a work schedule that can be flexible with your personal life.