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Remote Support Engineer Job in Mayfield Village, Ohio US

Remote Support Engineer

Rockwell Automation, Inc. - Mayfield Village, OH

Posted: 5/6/2021 - Expires: 8/4/2021

Job ID: 227010700


Job Description

Job Description

This is a Remote Tech Support position working over the phone, and can be located anywhere in the United States.

The primary responsibility of the Remote 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. Support will be provided via the phone, chat, and email.


Support our customers and field personnel with troubleshooting and resolving customer issues via the phone, chat, and email

Manage all 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

Support entire core area of Automation, including our controllers, operator interfaces, and networks, with limited supervision

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

Basic Requirements:

Bachelor's degree in Electronics, Electrical Engineering or Computer Science or related field

Experience designing, implementing, and troubleshooting industrial automation systems

Must be authorized to work in the U.S. without sponsorship now or in the future. Rockwell Automation will not offer sponsorship for this position

Preferred Qualifications:

Knowledge and experience with IoT Technologies

Experience with the Cisco IOS command-lineinterface (CLI) for configuring, monitoring, and maintaining Cisco devices

Experience with Network Architecture Design

Functional knowledge of industrial communication networks, including ControlNet, DeviceNet, and EtherNet/IP

Experience configuring and troubleshooting managed Ethernet switches and routers

Proven ability to handle high pressure work situations when interacting with customer's over the phone

#LI-MM1 #lifeatrok

We are an Equal Opportunity Employer including disability and veterans.

If you are an individual with a disability and you need assistance or a reasonable accommodation during the application process, please contact our services team at +1 (844) 404-7427.

Rockwell Automation is an Equal Opportunity Employer – Disability/Veteran.

If you are an individual with a disability and you need assistance or reasonable accommodation during the application process, email our Talent Acquisition representative at

Job Summary

Employment Type:
Full Time Employee
Job type:
Federal Contractor
Skill Based Partner:
Education Level:
Bachelor's degree
Work Days:
Mon, Tue, Wed, Thu, Fri
Job Reference Code
Licenses / Certifications:
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