Technical Support Specialist - OTTO By Rockwell Automation

Employment Type: Full-time Location Type: Hybrid in Kitchener, ON

Position Overview

Rockwell Automation is a global technology leader dedicated to helping manufacturers improve productivity, sustainability, and agility. With over 28,000 employees, we are a team of problem solvers committed to making a positive impact on the world. We are seeking a Technical Support Specialist for OTTO By Rockwell Automation to provide remote post-sales customer service and technical support to our global customer base. You will collaborate with a team of robotics engineers to troubleshoot complex technical challenges and will report to the Director, Customer Success.

Responsibilities

• Provide advanced level technical support to customers.
• Offer on-call escalation support.
• Organize warranty parts and repairs.
• Perform ticket triage and customer assistance.
• Escalate tickets and coordinate engineering teams with support efforts.
• Assist with onboarding new customers.
• Act as a customer advocate internally.
• Chase down solutions for deployed customer issues.
• Support partners deploying systems at new customer sites.

Requirements

The Essentials:

• High School Diploma or GED.
• Legal authorization to work in Canada is required. Sponsorship for employment visas is not provided.

The Preferred:

• 5 or more years of related experience.
• Strong communication skills (written and verbal), with excellent phone and email etiquette.
• Responsive with great problem-solving skills.
• Passionate about providing exceptional customer service.
• Basic understanding of technology and robotics.
• Solid grasp of software architecture and IT systems.
• Ability to communicate technical ideas in an easily understandable manner.
• Knowledge in ROS, Linux (Ubuntu), C, C++, Python, and Data Analytics.
• Experience with hardware/electrical hands-on troubleshooting, computer networking, and applicable industrial standards.

What We Offer

• Health Insurance (Medical and Dental)
• Health Care Spending Account (HCSA – dependent on plan chosen)
• Employee Assistance Program (EAP)
• Retirement Plans
• Paid Time Off
• Volunteering Time Off
• Employer Savings Plan Matching (RRSP, TFSA, and EPSP)
• Employer Paid DC Pension
• Maternity and Parental Leave Top-Up
• Fitness Reimbursement Program
• Flexible Work Schedule (to be arranged with your manager)

Company Information

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, we are committed to making the world better every day. We support customers in vital industries such as food production, medicine, clean water, and green mobility. We welcome all makers, forward thinkers, and problem solvers looking for a place to do their best work.

Diversity & Inclusion

At Rockwell Automation, we are dedicated to building a diverse, inclusive, and authentic workplace. If you are excited about this role but your experience doesn't align perfectly with every qualification, we encourage you to apply.

Equal Opportunity Employer

We are an Equal Opportunity Employer, including disability and veterans. If you require assistance or reasonable accommodation during the application process, please contact our services team at +1 (519) 618-4899.

Hybrid Work Policy

Rockwell Automation's hybrid policy expects employees to work at a Rockwell location at least on Mondays, Tuesdays, and Thursdays, unless there is a business obligation outside the office.

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