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Sr. Technical Support Engineer

Position Summary Summary/Scope of Position: The primary responsibility of the Senior Technical Support Engineer position is to provide technical support to Rockwell Automation customers', field engineers, technicians, and product support personnel who are diagnosing, troubleshooting, repairing and debugging systems. Senior Technical Support Engineer will be responsible for providing technical expertise for Rockwell Automation Industrial Controls Safety Components products and technologies.   Essential Functions:   Provide customer support by troubleshooting and solving customer issues via the phone, chat and email. Manage customer interactions including and not limited to, setting expectations with customers prior to concluding an interaction, capturing the customer issue/resolution/steps taken to troubleshoot within Service Ticket notes, executing the Knowledge-Centered Support (KCS) process and following up with customer(s) in a timely manner Handle complex customer system issues from start to finish and serve as company liaison to the customer for multipleproduct families and various types of customer inquiries. Participate in the establishment, measurement, and achievement of customer satisfaction metrics Adhere to all necessary company policies and procedures, standard operating procedures and completing company/organization-wide required documentation/trainings. Support entire core area of Industrial Controls Safety Components. Develop domain expertise within core area ofIndustrial Controls Safety Components and mentor other engineers. Update and author Technical Notes and other documentation with solutions or workarounds to commonly experienced problems, installation practices that create problems, how-to guides, etc. to improve customer satisfaction and acceptance. Understand and troubleshoot system level issues as it relates to Connected Enterprise. Work independently to optimize work activities and revenue generation while providing field service support for customers. Handle escalations that involve interfacing with other products, or group of other products outside of their core area.   EOE, M/F/Disabled, Vet   Basic Qualifications Basic Qualifications:   Bachelor degree Legal Authorization to work in the US is required. We will not sponsor individuals for employment visas, now or in thefuture, for this job opening.   Preferred Qualifications:   Bachelor of Science in Electronics, Electrical Engineering or Computer Science with at least five years' related experience. At least three year experience working with industrial automation products / systems. Three years' experience designing, starting up, and/or troubleshooting industrial automation systems. High level of system/product expertise on Rockwell Automation products including but not limited to Industrial Controls Safety Components with communication on Ethernet. Ability to handle high pressure work situations Self-initiative, ownership, excellent listening skills, a drive to follow issues to resolution commercial sensitivity, and superb attention to detail. Responsiveness, customer-centric mindset, collaborative, technical engineering expertise, and business acumen. Specific expertise in applying automation technology to a process (e.g., burner management, press control, etc.) Ability to interpret information gathered by tools and act upon it. Requisition Number 80812BR
Salary Range: NA
Minimum Qualification
Not Specified years

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