Rockwell Automation B.V. is looking for a Remote Support Engineer to provide technical support to field engineers, technicians, and customers diagnosing and troubleshooting complex automation systems. You will respond to escalated issues and act as a critical liaison between the company and our clients.
What You'll Do
- Provide customer support by troubleshooting issues through phone, chat, and email.
- Manage customer interactions, set expectations, and capture details in service tickets.
- Execute the Knowledge-Centered Support (KCS) process and follow up with customers.
- Participate in establishing, measuring, and achieving customer satisfaction metrics.
- Follow standard operating procedures and complete required documentation and trainings.
- Develop expertise in core automation areas and deliver internal training.
- Update and author Technical Notes and other documentation with solutions and guides.
What We're Looking For
- Bachelor of Science in Electronics, Electrical Engineering, Computer Science, or a related field.
- At least two years of related experience.
- At least one year of experience working with industrial automation products or systems.
- A valid passport.
Nice to Have
- Understanding of Rockwell Automation products like Control Logix, Compact Logix, Panel Views, FT Optix, RsLinx, Logix Designer, and Stratix switches.
- 4+ years of experience troubleshooting, implementing, or designing industrial process or automation systems.
- Knowledge of PLCs, Ethernet networking, and Human Machine Interface (HMI) systems.
- Experience installing, configuring, and programming software, controllers, and switches.
- Experience isolating and breaking down complex software and hardware issues.
- Experience guiding customers on fixing display output issues using VGA, DVI, DP, and HDMI connectors.
- Ability to get logs from controllers and programming devices to identify events contributing to an issue.
- Ability to resolve network issues using tools like Windows Command Line, PowerShell, and Wireshark.
- Ability to navigate and manage complex network subnets to ensure communication between servers and clients.
- Effective verbal and written communication, adapting to diverse audiences.
- Strong collaboration skills, building relationships and prioritizing tasks appropriately.
- Ability to work independently and as part of a team, demonstrating flexibility and accountability.
- Ability to contribute effectively in remote work settings.
Technical Stack
- PLCs, Ethernet networking, Human Machine Interface (HMI) systems
- Control Logix, Compact Logix, Panel Views, FT Optix, RsLinx, Logix Designer, Stratix switches
- Windows Command Line, PowerShell, Wireshark
Team & Environment
You will report to an India RSS Team Lead/Supervisor.
Benefits & Compensation
- Comprehensive mindfulness programs with a premium membership to Calm.
- Volunteer Paid Time off available after 6 months of employment.
- Company volunteer and donation matching program.
- Employee Assistance Program.
- Personalized wellbeing programs through OnTrack program.
- On-demand digital course library for professional development.
- Other local benefits.
Work Mode
This is a hybrid position based in Noida Sector 63.
At Rockwell Automation we are dedicated to building a diverse, inclusive and authentic workplace, so if you're excited about this role but your experience doesn't align perfectly with every qualification in the job description, we encourage you to apply anyway.
