Technical Support Engineer - Application/Product 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

Your Responsibilities:

• Respond to customer product inquiries through telephone or in written internet-based email or chat sessions.
• Resolves customer concerns raised during installation, operation, maintenance or product application or compatibility matters., 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 programmes and product development. Escalate requests and to the correct product team.
• Researching the ERP database to understand problems; using 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 relationships with customers and internal team members such as sales, development, analyst.
  
  

The Essentials - You Will Have

• Diagnosing difficult issues with complex software configurations related to with hands-on experience 1-3 years.
• Accounts Payable, Accounts Receivable and General Ledger Transactions and Reporting, Payroll Transactions, Time and Attendance Records, Expense Tracking
• A bachelor's degree in Business CIS or computer-related field, or equivalent experience supporting software.
• Demonstrated experience troubleshooting customer escalations within a ticketing-based workflow, while achieving Service level agreement requirements
• Proficient in Microsoft excel (can maintain complex spreadsheets) & word Document.
• Willing to work in a rotational shift including non-standard hours, depending on our needs.
  
  

The Preferred - You Might Also Have

• Fundamental knowledge of Accounting and Finance. (MBA Degree in Finance preferable)
• SQL experience.
  
  

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
• Personalised 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.