Technical Support Engineer

$67,000 - $101,000/Yr

Rockwell Automation - Chelmsford, MA

Full-time - Entry Level

Chelmsford, MA

10,001+ employees

Electrical Equipment, Appliance, and Component Manufacturing

About the position

The Technical Support Engineer at Rockwell Automation provides essential technical support to field engineers, technicians, and product support personnel. This role focuses on diagnosing, troubleshooting, repairing, and debugging systems, while also building relationships with customers and coworkers. The position operates in a hybrid work environment based in Chelmsford, MA, and reports to the Supervisor of Remote Support.

Responsibilities

• Respond to situations where first-line product support has failed to isolate or fix problems in malfunctioning equipment or software.
• Report design, reliability and maintenance problems or bugs to design engineering/software engineering.
• Provide support to customer/users where the product is technical in nature.
• Support Rockwell Automation portfolio of Industrial Controls/Electronic Power Components solutions including network communication protocols, ex. Ethernet, DeviceNet, Logix.
• Be a company liaison to the customer, supporting multiple product families and types of customer inquiries.
• Manage customer interactions including setting expectations with customers, capturing the customer issue/resolution/steps taken to troubleshoot within Service Ticket notes, implementing the Knowledge-Centered Support (KCS) process, and following up with customers promptly.
• Update and author Technical Notes and other documentation with workarounds to commonly experienced issues, how-to guides, and videos to improve customer satisfaction and acceptance.

Requirements

• Bachelor's Degree in Engineering.
• Legal authorization to work in the U.S. without sponsorship.

Nice-to-haves

• 2+ years of experience working with Rockwell Automation Control Products such as Circuit Breakers, Circuit Protection, Motor Starters, and other core Rockwell Products.
• Experience providing support to customer/users where the product is technical.
• Experience partnering with sales, project teams, and customers.
• Knowledgeable in safety products.

Benefits

• Health Insurance including Medical, Dental and Vision
• 401k
• Paid Time off
• Parental and Caregiver Leave
• Flexible Work Schedule