Senior Engineer, Remote Support

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

As a Senior Engineer, Remote Support you will provide technical support to field engineers, technicians, and product support personnel who are diagnosing, troubleshooting, repairing and debugging systems. You will respond to situations where support is required to isolate and fix problems in malfunctioning equipment or software. Report design, reliability and maintenance problems or bugs to design engineering/software engineering. You may be involved in customer installation and training. You will provide support to customers and users for products that are very technical or complex.

You will report to the Team Leader Remote Support and have a hybrid schedule working in Clermont Ferrand, France.

Your Responsibilities:

- Provide technical support, using product knowledge, knowledgebase tools and collaborating with other RA staff to investigate and verify reported product problems in software, firmware, hardware and documentation. Provide resolutions to both internal and external customer enquiries, escalating those you are unable to resolve to the next level of support.
- Contribute to the technical Notes, Technical Bulletins, and other documentation to inform the field of solutions to commonly experienced problems, workarounds, installation practices that create problems, to improve customer satisfaction and acceptance.
- Build competencies through product training and on the job tasks such as customer site visits or project work, to reduce enquiry resolution time for customers, Rockwell Automation field office personnel, distributors, and integrators.
- Use your product skills to coach new starters and occasionally deliver training courses and field service interventions to support the business.

The Essentials - You Will Have:

- Degree in Automation or Electronics or Mechanical Engineering.
- Experience in Automation.
- Upper-intermediate English.
- Proficient in French.
- Autonomous and able to work within the team.
- Very professional, commercially aware, and able to work with Engineering and Developers from a Customer side and Rockwell Automation.
- Handle complex technical issues.

The Preferred - You Might Also Have:

- Experience with Rockwell Automation Product.
- 5+ years of experience in the industry.
- Experience in providing technical Support.

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

LI-Hybrid or #AJ1

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.