The Field Support Engineer serves as a primary contact for Rockwell Automation's customers. They are focused on improving customer relationships by resolving commercial and technical issues. The Engineer works on a variety of commercial and technical issues both independently and with a team.
Provide customer support through the performance of on-site installation, as well as overseeing any necessary diagnoses, troubleshooting, service, and repair of complex equipment and systems
Evaluate and approve operational quality of system equipment
Serve as company liaison to the customer for multiple topics
Participate in the establishment, measurement, and achievement of customer satisfaction metrics
Perform project management function for customer projects including needs identification, scheduling, tracking, and reporting
Demonstrate personal leadership for project engineering teams, contract employees, and project support personnel
Develop and write documentation as required (validation project plans, standard operating procedures, qualification summary reports, system audits, technical reports, traceability matrix, etc.)
Communicate with Rockwell Automation and customer management regarding project details
Support an environment conducive to successful team interaction and customer satisfaction
Responsible for following all applicable corporate, company, governmental and regulatory policies and procedures as appropriate for this position
Quickly reacts and responds to urgent customer needs, ensuring a timely and quality response.
Plans/prepares resources to be able to meet customer demands.
Identifies areas of inefficiency and develops improvement plans
Demonstrated ability to be consistently fully utilized on billable work.
Takes ownership in overall development including technical, commercial and personal by having a documented 70-20-10 plan.
Provides services to Rockwell customers through embedded services, call out, and through phone/chat support to consistently meet utilization goal.
Travel as required to cover assigned region/sub-region. Accessible during off hours, weekends and holidays.
Skills, Knowledge, Experience and Education
Bachelor's Degree in Electrical Engineering, Industrial Engineering, Computer Science or Information Technology or related technology driven degree.
Minimum 2 years of engineering and field experience
Legal authorization to work in the US/Canada. We will not sponsor individuals for employment visas, now or in the future, for this job opening.
Travel as required to cover assigned Region/Sub-region and is accessible during off hours, weekends and holidays
Experience partnering with sales teams and customers
Experience indirectly managing a team of engineers and technologists
Financial acumen, ability to execute projects while meeting budgets
Experience delivering technical presentations to internal and external customers
We are an Equal Opportunity Employer including disability and veterans.
If you are an individual with a disability and you need assistance or a reasonable accommodation during the application process, please contact our services team at +1 (844) 404-7427.
Internal Number: R21-78
About Rockwell Automation
When you choose Rockwell Automation, you join countless talented employees who have helped us establish our leadership position in the automation industry over the past century.
You join a diverse, inclusive and global community with a passion for innovation. A place where you can partner with great minds and inspiring people. And a corporation backed by the financial strength that drives growth – and career opportunities.
As much as we focus on our customers, we know our employees are key to our success and future. Helping you develop a rewarding career is a top priority. Because when you succeed, we succeed.