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

Summary:

As a Project Engineer Customer Escalation for Rockwell Automation, you will be a technical leader by providing leadership in technical characterization and coordination of engineering responses to customer-initiated inquiries.

You will be an important player in customer issue characterization, analysis, resolution and engineering responses to customer inquiries.

You will also provide leadership in coordinating staff, such as engineering, technical support, quality and sales to provide solutions to customers.

When you join the Customer Escalation Engineering Team, you become part of a team that believes in a customer first approach and achieves this by knowledge sharing, thinking, collaboration, and organizational teamwork.

You will have excellent technical issue characterization and Experience researching and generating leads capabilities and Experience communicating product benefits appropriate for each prospect.

Your Responsibilities:Bachelor's degree in electrical engineering or computer engineering or equivalent knowledge in the application of software engineering principles, theories, concepts, and techniques or equivalent knowledge in the application of industrial control systems principles, theories, concepts and techniques.Previous experience with Ethernet or other industrial protocolsPrevious experience with Rockwell Automation's Logix Controllers and Logix Designer programming softwareIn-depth knowledge of Process Control and a wide knowledge of engineering principles and practices in related fields.Advanced courses or degree in engineering, computer science or controls.You will report to Manager

The Essentials - You Will Have:Characterise complex customer technical issues that have escalated beyond support channels.Coordination and technical issue management with engineering, technical support, commercial engineering, product management, quality, and sales to lead issues to resolution promptly.Work with all established Engineering and Customer Escalation Team processes, guidelines, procedures and tools and ensures compliance to any applicable standards.In charge of technical coordination of customer issue management.Lead efforts to characterise complex customer issues from environmental, product and systems perspective.Create characterization of issues through many means including analysis of internally and externally collected data, experimentation, architectural, design and implementation reviews.Summarise results and create hypothesis for potential solutions and test those hypotheses against actual systems.Direct junior engineers in the steps necessary to validate hypothesis or further characterise issues.Communicate issue progress and state information to partners.Participate in Continuous Improvement programs and including leadership of specific continuous improvement goals.Lead formal meetings with partners to discuss issue status and plans for further investigation.Seek knowledge and stay informed regarding current trends in the industrial automation field to provide support and recommendations related to product development.Help mentor less experienced personnel.

The Preferred - You Might Also Have:5+ years of experience in an industrial or process control environmentTechnical expertise in commissioning or industrial products functional testing [PLC, I/O, Motion, VFD/Servo Drives.].Experience with Distributed Control Systems (DCS) and background in PLC programming, automation, and SCADA systemsWillingness to take on a leadership role in small teamsDemonstrated understanding of good system and product issue characterization skills including formulation and testing of hypothesis.Previous experience working with industrial control systems showing the ability to help with system design, programming, and troubleshooting industrial control systems.

What We Offer:

Our benefits package includes …

Comprehensive mindfulness programs with a premium membership to CalmVolunteer Paid Time off available after 6 months of employment for eligible employeesCompany volunteer and donation matching program – Your volunteer hours or personal cash donations to an eligible charity can be matched with a charitable donation.Employee Assistance ProgramPersonalized wellbeing programs through our OnTrack programOn-demand digital course library for professional development

... and other local benefits!

At Rockwell Automation we are dedicated to building a diverse, inclusive and authentic workplace, so if you're excited about this role but your experience doesn't align perfectly with every qualification in the job description, we encourage you to apply anyway. You may be just the right person for this or other roles.

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