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Gates Mills, Ohio - USD Full Time Posted: Thursday, 6 December 2018
 
 
Position Summary:
The primary responsibility of the 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. Technical Support Engineer will be responsible for providing technical expertise for Rockwell Automation ThingWorx Platform and Edge device connectivity technologies.

Essential Functions:

  • Provide IoT Support Services to Developers, System Administrators, Field Consultants, and Engineers at customer sites to diagnose reported software issues and address questions related to development guidance and general best practices on the platform.
  • Deliver support services on our Developer Community by engaging in online requests for help.
  • 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
  • Create and publish knowledge articles, blogs, or videos for reference by customers and Rockwell Automation employees.
  • 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.
Requirements - Non Technical:

  • A strong capacity and desire to develop customer service and communication skills. The candidate will be expected to guide the customer's expectations.
  • The ability to manage multiple urgent issues in parallel.
  • The confidence, communication and interpersonal skills to lead customers in urgent or critical situations.
  • The desire to learn new soft and technology skills and the desire to coach, mentor and train peers throughout the organization.
  • The ability to work with team mates in a collaborative manner to achieve a mission.
  • Presentation skills to prepare and present to large and small groups on technical and functional topics.
Requirements - Technical:

  • Experience installing, configuring and administering Web-based applications, Relational Databases, and Open-Source Projects (such as Apache Web-Server, Apache Tomcat, OpenDS, JBoss).
  • Programming experience in at least one language C, .Net, Java.
  • Use of development tools such as Eclipse, Visual Studio, Gradle and Git.
  • Working knowledge of ANSI SQL and HTML/CSS
  • An understanding of web/network communications, servers, mobile equipment and security.
  • An understanding of machine communication protocols and web services development including use of a REST API.
  • Knowledge of storage networking/cloud computing
EOE, M/F/Disabled, Vet

#LI-MR1
#techjob

Basic Qualifications:
  • Bachelor's Degree
  • Legal authorization to work in the US is required. WE will not sponsor individuals for employment visas, now or in the future, for this job opening.
Preferred Qualifications:
  • Bachelor's degree in Computer Science, Information Systems, or similar fields
  • 2 years' hands on experience in a related support, services, or software development field that utilized technical and soft skills.
  • Experience in web application development and use of related technologies (Java, JavaScript, SSL, XML/XSL, etc.)
  • Working knowledge of PostgreSQL, MSSQL, or Oracle RDBMS
  • Experience working with technically diverse team
  • Understanding of Rockwell Automation products including but not limited to the Factorytalk Information Suite of products.
  • Experience in implementation, support, consulting or development in enterprise business applications on Java and other web related technologies
  • Experience in developing applications in Java or other Object Oriented programming language
  • Exceptional diagnostic ability and skilled in using industry standard tools and techniques monitoring, tuning and/or changing complex applications to optimize the product to perform to customer expectations
  • Extensive experience with aspects of enterprise application suites (networks, database configuration, server configuration, Web Server optimization, load balancing hardware, device configuration and communication, Web application security).
This is a summary of the position's responsibilities and does not reflect the entire scope of work expectations.

Requisition Number:
81989BR

Business Group:
Control Products and Solutions

Job Category:
Sales, Services, and Solutions

Relocation Eligible:
No

Position Type:

No. of Positions:
1

Work State/City:
Mayfield Village - Ohio

Company Overview:
Rockwell Automation, the world's largest company dedicated to industrial automation, makes its customers more productive and the world more sustainable. Throughout the world, our flagship Allen-Bradley(R) and Rockwell Software(R) product brands are recognized for innovation and excellence.

When you choose Rockwell Automation, you join countless talented employees who have helped us establish our leadership position in the automation industry over the past century.

You join a diverse, inclusive and global community with a passion for innovation. A place where you can partner with great minds and inspiring people. And a corporation backed by the financial strength that drives growth - and career opportunities.

As much as we focus on our customers, we know our employees are key to our success and future. Helping you develop a rewarding career is a top priority. Because when you succeed, we succeed.

EEO Statement:
Rockwell Automation is an Equal Opportunity/Affirmative Action employer.
If you are an individual with a disability and you need assistance or an accommodation during the application process, email our Talent Acquisition representative at (see application details).
Download the EEO is the Law poster and the supplement for more information.

Gates Mills, Ohio, United States of America
IT
USD
Rockwell Automation
Rockwell Automation
JS3653369/599333057
12/6/2018 1:05:40 PM

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