Senior Manager, Technical Support at RingCentral overseeing global Tier 2 and Tier 3 Support Engineering teams. Driving excellence and optimizations for complex enterprise customer experiences.
About the role
- Remote Support Engineer providing technical support to field engineers on Rockwell Automation products. Troubleshooting issues and collaborating with various teams to ensure customer satisfaction.
Responsibilities
- Respond to situations where first-line product support has failed to isolate or fix problems in malfunctioning equipment or software
- Report design, reliability and maintenance problems or bugs to design engineering/software engineering
- Provide support to customer/users where the product is highly technical or sophisticated in nature
- Support Rockwell Automation portfolio of Industrial Controls/Electronic Power Components solutions including network communication protocols, ex. Ethernet, DeviceNet, Logix etc.
- Serve as company liaison to the customer, supporting multiple product families and various types of customer inquiries
- Manage customer interactions, set expectations, capture the issue/resolution/steps taken to troubleshoot, execute the process and follow up in a timely manner
- Update and authors technical notes and other documentation with solutions to commonly experienced issues, how-to guides, videos, etc. to improve customer satisfaction and acceptance
Requirements
- Bachelor's degree
- Legal authorization to work in the U.S. We will not sponsor individuals for employment visas, now or in the future, for this job opening
- 2+ years of relevant experience
- Experience with Rockwell automation products
- Experience with industrial controls
- Experience in Electrical or Controls Engineering
- Ability to work between 8AM to 5PM with some evenings and weekend support, as needed
Benefits
- Health Insurance including Medical, Dental and Vision
- 401k
- Paid Time off
- Parental and Caregiver Leave
- Flexible Work Schedule where you will work with your manager to enjoy a work schedule that can be flexible with your personal life.
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
Location requirements
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