Customer Escalation Engineer

Rockwell Automation

  • Mayfield Heights, OH
  • Permanent
  • Full-time
  • 28 days ago
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 DescriptionCustomer Escalation EngineerAs a Customer Escalation Engineer for Rockwell Automation, you will act as a technical leader, providing leadership in technical characterization and coordination of engineering responses to customer-initiated inquiries.You will be a necessary player in customer issue characterization, analysis, resolution and engineering responses to customer inquiries as it relates to the Logix family of controllers and related products. You will also provide leadership in coordinating staff, such as engineering, technical support, quality and sales to find optimal solutions to customers. You will have excellent technical issue characterization and analysis capabilities.You will report to the Engineering Manager of the Customer Response Team and Customer Escalation Team, and will work from Mayfield Heights OHEssential Functions
  • Responsible for fully characterizing, analyzing, and resolving complex customer technical issues that have escalated beyond primary support channels.
  • Coordination and technical issue management with engineering, technical support, commercial engineering, product management, quality, and sales to resolve issues promptly.
  • Work with all established Engineering and Customer Escalation Team processes, guidelines, procedures and tools and ensure compliance to any applicable standards.
  • In charge of technical coordination of customer issue management.
  • Lead efforts to characterize complex customer issues from an environmental, product, and systems perspective.
  • Characterize issues through a variety of means including analysis of internally and externally collected data, experimentation, architectural design and implementation reviews.
  • Summarize results and hypothesize and test potential solutions against actual systems.
  • Direct junior engineers in the steps necessary to validate hypothesis or further characterize issues.
  • Communicate issue progress and state information to stakeholders.
  • Participate in Continuous Improvement plans and include leadership of specific continuous improvement goals.
  • Lead formal meetings with stakeholders 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 Essentials- you will have:
  • Bachelor's degree or equivalent years of relevant work experience
  • Legal authorization to work in the US is required. We will not sponsor individuals for employment visas, now or in the future, for this job opening.
The Preferred- you might also have:
  • Typically requires a minimum of 5+ years of experience in an industrial or process control environment
  • 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.
  • Technical expertise with ControlLogix, CompactLogix, Logix Designer, and related I/O and communications modules
  • Technical Knowledge of the CIP protocol and ability to decipher Wireshark traces
  • Willingness to take on a leadership role in small teams
  • Demonstrated 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 of industrial control systems
  • Previous experience with Ethernet or other industrial protocols
  • Previous experience with Logix Echo Controllers
  • Advanced courses or degree in engineering, computer science or controls
This position is part of a job family. Experience will be the determining factor for position level and compensationWhat We Offer:
  • 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.
  • To learn more about our benefits package, please visit at
.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.#LI-Hybrid#LI-PD1#lifeatrokWe are an Equal Opportunity Employer including disability and veterans.If you are an individual with a disability and you need assistance or a reasonable accommodation during the application process, please contact our services team at +1 (844) 404-7247.Rockwell Automation’s hybrid policy aligns that employees are expected to work at a Rockwell location at least Mondays, Tuesdays, and Thursdays unless they have a business obligation out of the office.

Rockwell Automation