Remote Support Engineer

Description

The company is a global technology firm that helps manufacturers become more productive, sustainable and agile. It has more than 28,000 employees.

The Remote Support Services (RSS) team is based in Hawthorn, Melbourne. The team is looking for a Remote Support Engineer.

You will give technical support on the company's hardware and software, helping customers solve automation problems with controllers, visualization, industrial networks, condition monitoring and related technology. The work spans many industries and applications, so you will build deep industrial automation knowledge.

You will report to the Team Lead, Remote Support Services. The role is hybrid.

Responsibilities

• Support customers by phone, chat and electronic channels.
• Troubleshoot and resolve problems with controllers, HMIs, industrial networks and related products.
• Analyze and reproduce complex technical issues, then investigate them using tools, test environments and engineering resources.
• Record your troubleshooting steps, findings and fixes in service tickets, keeping customer communication clear and of a high standard.
• Work with Engineering, Product Management, Quality and other teams to investigate and resolve product issues.
• Create and maintain technical articles, knowledge assets and best practices for the Knowledge-Centered Service (KCS) process.
• Build expertise in your assigned product areas and share it through mentoring, training and teamwork.
• Help drive improvements to customer experience, operational efficiency and support quality.

Requirements

• Bachelor's degree in Electronics, Mechatronics, Electrical Engineering, Computer Science or a related field.
• At least 2 years of experience with industrial automation products or systems.
• Strong analytical and troubleshooting skills, with the ability to solve complex technical problems.
• Clear verbal and written communication, with a focus on the customer.
• Ability to collaborate in a technical environment that moves quickly.
• Nice to have: experience with industrial automation systems, including PLCs, HMIs and industrial networks.
• Nice to have: CCNA or an equivalent industrial networking certification.

Conditions

The role is hybrid. You are expected to work at a Rockwell location on Mondays, Tuesdays and Thursdays, unless you have a business commitment outside the office.

The company welcomes applicants who do not match every qualification, and encourages them to apply.

Benefits

• Comprehensive mindfulness programmes, including a premium Calm membership.
• Volunteer paid time off, available to eligible employees after 6 months of employment.
• Company volunteer and donation matching: volunteer hours or personal cash donations to an eligible charity can be matched with a charitable donation.
• Employee Assistance Program.
• Personalized wellbeing programs through the On Track program.
• On-demand digital course library for professional development.