Technical Support Specialist - OTTO By Rockwell Automation

Employment Type: Full-time Location Type: Hybrid (Kitchener, ON) Salary: Not Specified

Position Overview

Rockwell Automation is a global technology leader dedicated to enhancing the productivity, sustainability, and agility of manufacturers worldwide. With a team of over 28,000 employees, we pride ourselves on making the world a better place. Our people are energized problem solvers who are passionate about contributing to companies that impact global well-being, from food production and medicine to clean water and green mobility. We welcome innovators, forward-thinkers, and problem solvers seeking an environment to do their best work.

As a Technical Support Specialist at OTTO By Rockwell Automation, you will provide remote post-sales customer service and technical support to our expanding global customer base. You will collaborate with a team of robotics engineers for complex technical challenges and 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 triage and provide customer assistance.
• Escalate tickets and coordinate engineering teams with support efforts.
• Onboard new customers.
• Act as a customer advocate internally.
• Chase down solutions internally 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 delivering exceptional customer service.
• Basic understanding of technology and robotics.
• Solid grasp of software architecture and IT systems.
• Ability to communicate technical ideas clearly and understandably.
• Knowledge in ROS, Linux (Ubuntu), C, C++, Python, and Data Analytics.
• Hardware/Electrical hands-on troubleshooting experience.
• Familiarity with computer networking and applicable industrial standards.

What We Offer

• Health Insurance (Medical and Dental)
• Health Care Spending Account (HCSA – dependent on plan)
• 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 committed to building a diverse, inclusive, and authentic workplace. We encourage candidates to apply even if their experience doesn't perfectly match every qualification.

We are an Equal Opportunity Employer, including for individuals with disabilities and veterans.

For assistance or reasonable accommodation during the application process, please contact our services team at +1 (519) 618-4899.

Rockwell Automation's Hybrid Policy: Employees are expected to work at a Rockwell location at least Mondays, Tuesdays, and Thursdays, unless they have a business obligation elsewhere.

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