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Remote Support Engineer

3 weeks ago

Melbourne, Victoria, Australia Rockwell Automation Full time

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

You will join the Remote Support team which handles broad range of customer inquiries in scope of Rockwell Automation and Allen Bradley software related questions for customers based in Japan providing support in Japanese language.

This is great opportunity to gain a highly complex knowledge and experience in Industrial Automation area and become specialist in one of many fields like PLC, SCADA, HMI, Power Control – Drives, Motion, Industrial Networks and many more.

Your Responsibilities:

  • Provide customer support in Japanese language by troubleshooting customer issues via the phone, chat and SAQ (email response). Simulation and analysis of clients' issues using available resources. Research, verification, and resolution of reported issues.

  • Have proficient level skills in Japanese language. Having upper to intermediate level skills in English language will be an added advantage

  • 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. Documenting technical solutions and best practices

  • Serve as company liaison to the customer for multiple product families and various types of customer inquiries.

  • Develop professional expertise. Applies company policies and procedures to resolve variety of issues.

  • 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.

  • Develop area(s) of expertise within core area of Rockwell softwares and deliver internal training/knowledge sharing to respective core area.

  • 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.

  • Frequently interacts with peers and customers to gain cooperation of others or conduct presentations of technical information/project activities. Builds productive internal/external working relationships.

  • Continuous improvement in products and technologies required to provide high level support for customers.

The Essentials - You Will Have:

  • Bachelor of Science in Electronics, Electrical Engineering or Computer Science or related field

  • At least 2 years' experience working with industrial automation products / systems

  • Proficient in Japanese language is a must

  • Expertise in Rockwell software such as FactoryTalk OperationSuite of products i.e FactoryTalk View Site Edition, ThinManager, FactoryTalk Historian Site Edition, FactoryTalk VantagePoint, FactoryTalk AssetCentre, FactoryTalk Metrics, FactoryTalk Transaction Manager, FactoryTalk EnergyMetrix, FactoryTalk Batch, PlantPAX etc. will be an added advantage

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.

#LT-Hybrid #LT-CT1

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.