Remote Support Engineer

Description

The company makes industrial automation products and works with manufacturers to make their operations more productive, sustainable and agile.

The Remote Support Engineer reports to the Remote Support Supervisor and helps field engineers, technicians and product support staff who are diagnosing, troubleshooting, repairing and debugging systems.

The role covers industrial controls and electronic power components, including circuit breakers, circuit protection, signaling devices, motor starters, printers and plotters, and communication devices.

Responsibilities

• Take over cases where first-line product support could not isolate or fix a fault in faulty equipment or software.
• Give support to customers when the product is highly technical or complex.
• Report design, reliability and maintenance issues or bugs to design and software engineering.
• Support the industrial controls and electronic power components portfolio, including network protocols such as Ethernet, DeviceNet and Logix.
• Act as the company's contact for the customer across several product families and types of inquiry.
• Manage customer interactions, set expectations, record the issue, resolution and troubleshooting steps, and follow up promptly.
• Write and update technical notes, documentation, how-to guides and videos covering common problems and their fixes.

Requirements

• A bachelor's degree.
• Legal authorization to work in the U.S. The company will not sponsor employment visas, now or in the future, for this opening.
• Preferred: 2+ years of relevant technical support experience.
• Preferred: experience with the company products.
• Preferred: experience with industrial controls.
• Preferred: experience in electrical or controls engineering.
• Preferred: ability to work 8AM to 5PM, with some evening and weekend support as needed.

Conditions

Hybrid role based in Milwaukee, WI.

Employees are expected to work on site at a company location on Mondays, Tuesdays and Thursdays, unless they have a business obligation elsewhere.

Flexible work schedule, arranged with your manager.

Part of a job family; experience determines position level and compensation.

Equal opportunity employer, including disability and veterans.

Benefits

• Health insurance with medical, dental and vision coverage.
• 401k.
• Paid time off.
• Parental and caregiver leave.
• Flexible work schedule arranged with your manager to fit your personal life.
• Details of the benefits package are available on the company's benefits site.