Rockwell Automation is a global technology leader focused on helping the world's manufacturers be more productive, sustainable, and agile. With more than 28,000 employees who make the world better every day, we know we have something special. Behind our customers - amazing companies that help feed the world, provide life-saving medicine on a global scale, and focus on clean water and green mobility - our people are energized problem solvers that take pride in how the work we do changes the world for the better.

We welcome all makers, forward thinkers, and problem solvers who are looking for a place to do their best work. And if that's you we would love to have you join us

Job Description

Summary:

Looking for an experienced Technical Support Engineer to support Plex-Rockwell Products with troubleshooting issues and providing appropriate resolutions to the customers.

Your Responsibilities:

• Respond to customer product inquiries by telephone or in written internet-based email or chat sessions.
• Resolve customer concerns raised during installation, operation, maintenance or product application or compatibility matters. Interpersonal skills, technical product expertise are critical to responding to daily customer-centric activities.
• Troubleshoot problems with malfunctioning electro/mechanical equipment or software applications and recommends corrective action. Document customer information and recurring technical issues to support product quality programs and product development.
• Escalate requests in a timely fashion and to the correct product team. Researching the ERP database to understand problems; use SQL for queries Manage work queues within Service Cloud to comply with Service Level commitments.
• Provide functional and technical guidance to customers on new enhancements, modules, and features. Advise customers about available service(s) and assess customer needs. Use and enhance Knowledge Management System. Build formal and informal relationships with customers and internal team members such as sales, development, analyst, etc.
• You will report to MANAGER, SUPPORT SERVICES

The Essentials - You Will Have:

• Minimum of 2 years of previous technical support service experience within a highly technical environment or a Bachelor's degree in a STEM major (Science, Technology, Engineering or Mathematics)
• SQL /Database knowledge is a plus.

• Previous Logistics (Shipping, Quoting, Purchasing, Receiving, Sales and CRM), Planning, Scheduling, and Manufacturing (Production, Process Engineering, Quality, Subcontract, Tooling) experience/knowledge preferred. 

• Proficient English and Japanese language communication skills (written and verbal).
• Experience using or supporting an ERP/MRP system preferred

The Preferred - You Might Also Have:

• Demonstrated experience troubleshooting customer escalations within a ticketing-based workflow, while achieving SLA requirements
• Proficiency in MS Office, with an emphasis on Excel

What We Offer:

Our benefits package includes …

• Comprehensive mindfulness programs with a premium membership to Calm
• Volunteer Paid Time off available after 6 months of employment for eligible employees.
• Company volunteer and donation matching program – Your volunteer hours or personal cash donations to an eligible charity can be matched with a charitable donation. 
• Employee Assistance Program 
• Personalized wellbeing programs through our OnTrack program 
• On-demand digital course library for professional development

... and other local benefits

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. You may be just the right person for this or other roles.

Rockwell Automation's hybrid policy aligns that employees are expected to work at a Rockwell location at least Mondays, Tuesdays, and Thursdays unless they have a business obligation out of the office.