Rockwell Automation is a global technology leader focused on helping the world’s manufacturers be more productive, sustainable, and agile. With more than 25,000 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
SOFTWARE SUPPORT TEAM
Software Support Team provides mainly phone support in specialized Rockwell Automation Software (including Studio 5000 Logix Designer, RSLogix family, FactoryTalk Activation Manager, and others), license activations and related matters. Engineers assist with issues related with software activation, software performance, software errors and installation troubleshooting.
As the team is specialized in activations and controller software support, engineers are responsible for solving complex issues, escalating unresolved cases to software developers' team and close cooperation with Product Managers in testing and implementing new solutions.
The team supports mostly North America customers: end users, distributors, internal customers, hence knowledge of English language is a must. Additionally, there is an opportunity to support Latin America or EMEA customers in Spanish.
Responsibilities
- Phone and email technical support for customers in troubleshooting and solving issues related to Rockwell Automation Software
- Simulation and analysis of clients’ issues using available resources
- Research, verification, and resolution of reported issues
- Documenting technical solutions and best practices
- Cooperation with technical teams and customer service
- Continuous improvement in products and technologies required to provide high level support for customers
Desired Qualifications
- Degree in Engineering/IT/related field and/or prior experience on similar position
- Very good command of English (spoken and written)
- High interpersonal skills and ability to work in stress commercial issues
- Good command of Spanish (spoken and written) will be an asset
Candidate Characteristics
- Eagerness to develop in IT and/or Automation and to learn new technologies in a fast-paced environment
- Interest in troubleshooting, testing, and improving company’s products and services
- Dedication and commitment to problem resolution
- Good knowledge of most popular operating systems (Windows)
- Experience in customer service
- Willingness to work on a 2nd shift
