Engineer Technical Support Job in Milwaukee 53201, Wisconsin US
Rockwell Automation (NYSE: ROK) is a leading global provider of automation, power, control and information solutions that help manufacturers achieve a competitive advantage in their businesses. With a focus on always putting customers first, anywhere in the world, the company helps manufacturers use automation and intelligent motor control and conversion technology as a means to get their products and services to market faster, reduce their total cost of ownership, better utilize power and plant-floor assets, and minimize the risks in their manufacturing environments.
Capabilities extend through partnerships with a network of 5,600 reliable, local companies in distribution, software and product referencing. Leading brands and strategic partnerships uniquely qualify Rockwell Automation to deliver industry solutions to 80 countries around the world.
This position is with our Remote Technical Support Group located in Milwaukee, which provides phone and electronic communication to internal and external customers in the support of Allen Bradley low voltage motor control centers (600 volt and below switchgears/starters) . This Technical Support group takes customers to full resolution for all post-shipment field concerns, issues and repair. This position needs to assure a superior degree of customer success is maintained through quality and technical support.
This position is responsible for:
Resolving Low Voltage Motor Control Center (LV MCC) field complaints and product warranty claims and providing coordination for field service and billing.
Problem Solving, Corrective and Preventive Action as related to service.
Assisting in determining correct parts required per inquiry and determines the list and net prices.
Coordinating, documenting and invoicing repairs and modifications.
Resolving shipping damage claims.
Maintenance of Technical Support records and data files.
Utilizing the Technical Support Automatic Call Distribution phone support system, Customer Relationship Management software (Clarify and SAP), and Rockwell Automation Knowledgebase.
Providing performance metrics on a monthly basis.
Providing LV MCC Technical Support assistance to team members and other department personnel.
Providing feedback to Quality, Manufacturing, Application Engineering, Development Engineering, and Marketing on LV MCC related issues.
Assists in training new employees.
ISO 9000 Quality System Understanding and Support.
B.S. degree in Electrical Engineering.
Rockwell Automation is an Equal Opportunity Employer