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

Report to Manager

Company Overview

Rockwell Automation, the world's largest company dedicated to industrial automation, makes its customers more productive and the world more sustainable. Throughout the world, our flagship Allen-Bradley® and Rockwell Software® product brands are recognised for innovation and excellence.

When you choose Rockwell Automation, you join countless experienced employees who have helped us establish our leadership position in the automation industry over the past century.

When you join Rockwell Automation you become part of a diverse, inclusive and global community with experience with innovation and a place where you can partner with great minds and inspiring people.

We know our employees are important to our success and future. Helping you develop a rewarding career is a top priority. Because when you succeed, we succeed.

Job Description

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, 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.

Essential Functions

Characterize 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.

Minimum Education

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.

Minimum Qualifications

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.

Qualifications

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.Benefits: The ability to collaborate with, learn from colleagues in a complex, global organization. We provide a working environment with a creative company, paired with a great compensation package, great benefits, and a supportive atmosphere where you can sharpen with new challenges and development opportunities. Hybrid work-from-home and at a determined Rockwell Automation facility. Corporate Social Responsibility opportunities, Support from our 24/7 employee assistance program.Primary work location: Bangalore, India.We are committed to equal employment opportunity regardless of race, colour, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender, gender identity or expression, or veteran status. We are proud to be an equal opportunity workplace. 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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