Remote Support Engineer (Japanese-Speaking) at Rockwell Automation

Melbourne, Victoria, Australia

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Not SpecifiedCompensation

Junior (1 to 2 years)Experience Level

Full TimeJob Type

UnknownVisa

Industrial Automation, ManufacturingIndustries

Requirements

Bachelor of Science in Electronics, Electrical Engineering or Computer Science or related field
At least 2 years' experience working with industrial automation products / systems
Proficient in Japanese language
Upper to intermediate level skills in English language (added advantage)
Expertise in Rockwell software such as FactoryTalk OperationSuite of products (e.g., FactoryTalk View Site Edition, ThinManager, FactoryTalk Historian Site Edition, FactoryTalk VantagePoint, FactoryTalk AssetCentre, FactoryTalk Metrics, FactoryTalk Transaction Manager, FactoryTalk EnergyMetrix, FactoryTalk Batch, PlantPAX etc.) (added advantage)

Responsibilities

Provide customer support in Japanese language by troubleshooting customer issues via phone, chat, and SAQ (email response)
Simulation and analysis of clients' issues using available resources
Research, verification, and resolution of reported issues
Manage customer interactions including setting expectations, capturing issue/resolution/steps in Service Ticket notes, executing Knowledge-Centered Support (KCS) process, and following up with customers timely
Documenting technical solutions and best practices
Serve as company liaison to the customer for multiple product families and various types of customer inquiries
Develop professional expertise and apply company policies and procedures to resolve variety of issues
Participate in the establishment, measurement, and achievement of customer satisfaction metrics
Adhere to all necessary company policies and procedures, standard operating procedures, and complete required documentation/trainings
Develop area(s) of expertise within core area of Rockwell softwares and deliver internal training/knowledge sharing
Update and author Technical Notes and other documentation with solutions or workarounds to commonly experienced problems, installation practices, how-to guides, etc
Frequently interact with peers and customers to gain cooperation or conduct presentations of technical information/project activities, building productive internal/external working relationships
Continuous improvement in products and technologies required to provide high level support for customers

Skills

Key technologies and capabilities for this role

JapaneseEnglishPLCSCADAHMIIndustrial AutomationTroubleshootingCustomer SupportAllen Bradley

Questions & Answers

Common questions about this position

Is this a remote position?

Yes, this is a remote position as indicated by the job title Remote Support Engineer.

What language skills are required for this role?

Proficiency in Japanese language is required, with upper to intermediate level skills in English being an added advantage.

What are the main responsibilities of this position?

Responsibilities include providing customer support in Japanese via phone, chat, and email; troubleshooting issues; documenting solutions; and developing expertise in Rockwell Automation software areas like PLC, SCADA, and HMI.

What is the company culture like at Rockwell Automation?

The company values makers, forward thinkers, and problem solvers who take pride in impactful work, with employees energized by helping manufacturers be more productive, sustainable, and agile.

What makes a strong candidate for this Support Engineer role?

Strong candidates have proficient Japanese skills, preferably intermediate English, and interest in developing expertise in industrial automation areas like PLC, SCADA, HMI, and drives through troubleshooting and knowledge sharing.

Rockwell Automation

Industrial automation and information technology solutions

About Rockwell Automation

Rockwell Automation provides hardware, software, and services aimed at improving operational efficiency and sustainability in various industries, including manufacturing and food and beverage. Their products work by integrating advanced technology to streamline processes, enhance reliability, and reduce operational costs. This includes alarm notification software, cybersecurity solutions, and computerized maintenance management systems. What sets Rockwell Automation apart from competitors is their strong emphasis on sustainability and tailored solutions for specific industry needs, helping clients meet environmental standards and improve productivity. The company's goal is to drive better outcomes for clients through technological innovation and comprehensive support.

Milwaukee, WisconsinHeadquarters

1903Year Founded

$39.1MTotal Funding

IPOCompany Stage

Industrial & Manufacturing, Enterprise Software, CybersecurityIndustries

10,001+Employees

Benefits

Health Insurance

Dental Insurance

Vision Insurance

401(k) Retirement Plan

401(k) Company Match

Paid Vacation

Paid Holidays

Paid Time off

Parental Leave

Caregiver Leave

Flexible Work Hours

Risks

Emerging AI-driven automation companies threaten Rockwell's market share with competitive solutions.

Rapid AI advancements may outpace Rockwell's offerings, requiring significant R&D investment.

Supply chain vulnerabilities, especially in semiconductors, could disrupt Rockwell's production schedules.

Differentiation

Rockwell Automation integrates cutting-edge technology to enhance operational efficiency and sustainability.

The company offers tailored solutions for diverse industries, including manufacturing and food and beverage.

Rockwell Automation emphasizes sustainability, helping clients meet environmental standards and consumer demands.

Upsides

Increased adoption of AI-driven predictive maintenance aligns with Rockwell's focus on operational efficiency.

The rise of Industry 4.0 technologies drives demand for Rockwell's integrated automation solutions.

Growing digital twin technology market offers expansion opportunities for Rockwell's software offerings.

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