This position is remote and can be located anywhere in the United States.
The Senior Support Engineer provides technical support to field engineers, technicians, and product support personnel who are diagnosing, troubleshooting, repairing and debugging Low Voltage Variable Frequency Drives and Low Voltage Variable Frequency Drives Systems, via the phone, chat and email.
Knowledge and experience with Rockwell Automation Low Voltage Variable Frequency Drives products and technologies. Support Rockwell Automation portfolio of Low Voltage Drives solutions including network communication protocols.
Responds to situations where first-line product support has failed to isolate or fix problems in malfunctioning equipment or software. Reports design, reliability and maintenance problems or bugs to design engineering/software engineering
May be involved in customer installation and training. Provides support to customer/users where the product is highly technical or sophisticated in nature.
Develops relationships with key Business Unit engineering disciplines
Understands and troubleshoots system level issues as it relates to the Connected Enterprise
Handles escalations that involve interfacing with other products, or groups of other products outside of their core area.
Ability to interpret information gathered by RA software tools and act upon it.
Performs project management function for customer issues by setting expectations for follow up, maintaining Service Ticket notes and by executing the KCS process
Possesses a developed commercial ability to handle complex customer system issues from start to finish
Quickly reacts and responds to urgent customer needs, ensuring a timely and quality response
Ability to deliver technical presentations to internal and external customers
Will be required to expand technical knowledge, to be able to support Rockwell Automation Motion products and Technologies, ex Kinetix servo brand products
Bachelor's Degree in Engineering or Technology field; in lieu of degree, will consider an Associates of Science Degree in Engineering or Technology or equivalent technological training (e.g. technological training received while serving in the military, or equivalent industry training), with 5+ years of directly related experience.
Must be authorized to work in the U.S. without sponsorship now or in the future. Rockwell Automation will not offer sponsorship for this position.
High level of system/product expertise on Rockwell Automation products including but not limited to experience with PowerFlex Architecture Class Products (i.e. PF755, PF755TL, PF755TR, PF755TM, PF700S, CIP Motion, RA Communications (Networks)
Considered subject expert on multiple Rockwell Automation LVD Architecture Class products.
Provides technical/ commercial feedback internally and externally to enhance Rockwell's value to customer.
Possesses an understanding of systems, connected enterprise and Rockwell Automation's capabilities in providing solutions for our customers
Ability to partner effectively with sales, project teams, customers & internal stakeholders
The base salary compensation range for this role in Colorado is 77,200.00 - 96,500.00 with an annual target bonus of 5% of base salary.
**For the right candidate, this position could be worked remotely from any location in the US.
This position is part of a job family. Experience will be the determining factor.
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) 404-7247.
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