Medium Voltage Products Specialist, Remote Support

Responsibilities

• Provide remote technical expertise for Rockwell Automation Medium Voltage Drives, starters, power systems and associated technologies.
• Provide technical support over the phone, emails, online or in-person (if required and accommodated to the main roles) to Rockwell Automation customers, distributors, field engineers, technicians, and product support personnel.
• Respond to situations in first-line coverage, as well, as escalation cases from other teams and regions.
• Handle from simple to complex customer system issues from start to finish in situations can be presented since a troubleshooting of a product fault to a deeper analysis of the system with other BU areas, serving as company liaison to the customer.
• Be a company liaison to the customer, providing adequate extended support to other product families of customer inquiries
• Understand and troubleshoot system-level issues as they relate to Connected Enterprise.
• Develop area(s) of expertise within core Intelligent Devices Products areas like MCCs, Low Voltage Drives & Motion Control and Industrial Controls.
• Be active in knowledge Transfer initiatives, updating and creating Technical Notes and other documentation with solutions to commonly experienced issues, how-to guides, videos to improve customer satisfaction and acceptance.
• Develop skills of Knowledge Transfer and act actively in KCS methodology.
• The Essentials - You Will Have:
• Bachelor's Degree in Engineering or Technology field
• Legal authorization to work in Canada is required. We will not sponsor individuals for employment visas, now or in the future, for this job opening.
• The Preferred - You Might Also Have:
• 3+ years of experience in MV Drives Systems and solutions, power systems and associated technologies.
• Knowledge in advanced MV Drives Systems and solutions is a differential.
• Knowledge in Rockwell Automation Low products and technologies, also Motion Control products a differential.
• Knowledge of Rockwell Automation Control and Network products and systems are important.
• Provide technical, eventually commercial sensitive feedback, internally and externally, to enhance Rockwell's value to the customer
• Understand power systems, connected enterprise and Rockwell Automation's capabilities in providing solutions for our customers.
• Partner with all BU areas like Project Management, Application Engineering, Product Management, Quality, Sales and Distributors.

Benefits

Additional 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 who make the world better every day, we know we have something special. Behind our customers - amazing companies that help feed the world, provide life-saving medicine on a global scale, and focus on clean water and green mobility - our people are energized problem solvers that take pride in how the work we do changes the world for the better. We welcome all makers, forward thinkers, and problem solvers who are looking for a place to do their best work. And if that's you we would love to have you join us! Job Description You will work with a team, located in Canada and the USA, of Technical Support specialists who provide support for all Rockwell Medium Voltage Products. You will help customers, field service teams, Rockwell employees and distributors in diagnosing, troubleshooting, and providing remote support orientation to repair systems. You may be involved in customer installation and training programs. You will report to the Supervisor, Remote Technical Support and have a hybrid schedule working in Cambridge, ON, Canada.

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