Hybrid Support Engineer, Japanese-Speaking

at Rockwell Automation

• Job title: Support Engineer, Japanese-Speaking
• Job type: Full Time
• Experience level: Junior, Mid level
• Salary: Not specified
• Degree requirement: Bachelor's Degree
• Location requirements: Hybrid, Hawthorn, Australia

About the role

• Remote Support Engineer providing customer support in Japanese for Rockwell Automation products in industrial automation. Involves troubleshooting, interaction with customers, and documentation.

Responsibilities

• Provide customer support in Japanese language by troubleshooting customer issues via the phone, chat and SAQ (email response).
• Simulation and analysis of clients' issues using available resources.
• Research, verification, and resolution of reported issues.
• Manage customer interactions including and not limited to, setting expectations with customers prior to concluding an interaction, capturing the customer issue/resolution/steps taken to troubleshoot within Service Ticket notes, executing the Knowledge-Centered Support (KCS) process and following up with customer(s) in a timely manner.
• Documenting technical solutions and best practices
• Serve as company liaison to the customer for multiple product families and various types of customer inquiries.
• Develop professional expertise. Applies company policies and procedures to resolve variety of issues.
• Participate in the establishment, measurement, and achievement of customer satisfaction metrics.
• Adhere to all necessary company policies and procedures, standard operating procedures and completing company/organization-wide required documentation/trainings.
• Develop area(s) of expertise within core area of Rockwell softwares and deliver internal training/knowledge sharing to respective core area.
• Update and author Technical Notes and other documentation with solutions or workarounds to commonly experienced problems, installation practices that create problems, how-to guides, etc. to improve customer satisfaction and acceptance.
• Frequently interacts with peers and customers to gain cooperation of others or conduct presentations of technical information/project activities.
• Builds productive internal/external working relationships.
• Continuous improvement in products and technologies required to provide high level support for customers.

Requirements

• Bachelor of Science in Electronics, Electrical Engineering or Computer Science or related field
• At least 2 years' experience working with industrial automation products / systems
• Proficient in Japanese language is a must
• Expertise in Rockwell software such as FactoryTalk OperationSuite of products i.e FactoryTalk View Site Edition, ThinManager, FactoryTalk Historian Site Edition, FactoryTalk VantagePoint, FactoryTalk AssetCentre, FactoryTalk Metrics, FactoryTalk Transaction Manager, FactoryTalk EnergyMetrix, FactoryTalk Batch, PlantPAX etc. will be an added advantage

Benefits

• Comprehensive mindfulness programs with a premium membership to Calm
• Volunteer Paid Time off available after 6 months of employment for eligible employees
• Company 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 Program
• Personalized wellbeing programs through our OnTrack program
• On-demand digital course library for professional development
• and other local benefits!