Technical Support Engineer I at Rockwell Automation

Tokyo, Japan

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Not SpecifiedCompensation

Junior (1 to 2 years)Experience Level

Full TimeJob Type

UnknownVisa

Manufacturing, Industrial AutomationIndustries

Requirements

Minimum of 2 years of previous technical support service experience within a highly technical environment or a Bachelor’s degree in a STEM major (Science, Technology, Engineering or Mathematics)
SQL/Database experience required
ODBC, WebFocus, REST/JSON/SOAP API knowledge preferred
Previous Plex/RA experience with VisionPlex, IntelliPlex, SQL Development Studio a plus
Proficient English language communication skills (written and verbal)
Experience using or supporting an ERP/MRP system preferred
Demonstrated experience troubleshooting customer escalations within a ticketing-based workflow, while achieving SLA requirements (preferred)
Proficiency in MS Office, with an emphasis on Excel (preferred)

Responsibilities

Respond to customer product inquiries by telephone or in written internet-based email or chat sessions
Resolve customer concerns raised during installation, operation, maintenance or product application or compatibility matters
Troubleshoot problems with malfunctioning electro/mechanical equipment or software applications and recommend corrective action
Document customer information and recurring technical issues to support product quality programs and product development
Escalate requests in a timely fashion and to the correct product team
Research the ERP database to understand problems; use 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 formal and informal relationships with customers and internal team members such as sales, development, analysts, etc

Skills

Technical Support

Troubleshooting

SQL

ERP

Service Cloud

Knowledge Management

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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