北京招聘

Position Summary

provide the highest level of remote technical support to customers

Support Tasks

 

Senior engineers are required to:

1. Achieve the highest level of training on a specific product range, eg. LV Drive, Motion, Automation control, Network, View software, etc.
2. Accept Breakdown Situation Tickets from Level 1 or 2 engineers when they are unable to resolve calls on first contact.
3. Accept Tickets from the queue even when not trained on the product
4. Perform in-depth research on difficult technical problems which cannot be resolved through the typical resources used by Level 1 and 2 engineers (documentation and KnowledgeBase, etc).  Such in-depth research may involve calls to product specialists anywhere in the world, duplicating faults in the tech support lab, or directing on-site engineers.
5. Be involved with CustomerFirst escalations which involves three main tasks:

• Being the primary technical trouble-shooter for the problem, or at least identifying the best technical people to work on the cases

• Maintaining the Ticket documentation

• Managing the resolution by involving the key people to develop action plans to resolve – who is going to do what by when

1. Act as primary contact and providing a degree of technical account coordination for high value customers in the region. (eg. Global Accounts).
2. Provide coaching, either individually, or in groups (such as Lunch & Learns), to Level 1 and 2 Technical Support Engineers.  Assist  in up-skilling other Technical Support Engineers in technical or procedural processes.
3. Liaise with other departments within RA to deal with product support or quality issues
4. Champion and promote KCS Participation.
5. Have knowledge of Application Support and Custom Remote Support deliverables, and capable of acting as a Primary Support Lead (PSL).
6. Coordinate IBL Student activities to be both productive and learning experiences.
7. Act as stand-in Supervisor for the group when the Supervisor is absent.

 

Assist Sales Growth

 

Demonstrated competency in encouraging customers to purchase new equipment; product upgrades, support & maintenance contracts and the use of paid support services.

 

Maintain Technical Competency

 

1. Maintain current technical knowledge of Rockwell products, associated equipment, and technologies by:

• attending internal and external training classes

• undertaking developmental tasks, such as participate in a field service call

• online and self training

• have a working knowledge of automation industry organisations

Qualifications

Minimum : Diploma or Certificate in Electrical or Electronic engineering or IT or appropriate work experience       Preferred : Degree level education, in Mechatronics and IT / Computer Science

Background in industrial automation control engineering Knowledge of computer hardware and peripheral devices. Knowledge of Microsoft Windows operating systems. preferably with MCP Certification Proficient in MS Office applications, Intranet, Internet and Lotus Notes Understanding of communications – i.e. Serial RS232/RS485, Ethernet (TCP/IP) – additionally Modbus, DH+ and Controlnet Techniques such as ODBC, OPC, ActiveX, VB and C++ Understanding of programming control system strategies using Function Block Diagrams, Sequence Flow Control diagrams and Ladder Logic Understanding of Motor Control Techniques Understanding of Process Control (PID)

Verbal and written communication skills

Problem solving skills and experience

Committed to Customer Satisfaction.

Ability to take ownership of issues and managing the issue through to satisfactory conclusion / resolution

                    

　　罗克韦尔自动化(NYSE:ROK)是全球领先的专门从事工业自动化与信息技术领域的企业之一，致力于帮助其客户提高生产力并推动世界实现可持续发展。罗克韦尔自动化公司总部位于威斯康星州密尔沃基，员工总数约为 23,000人，客户遍布全球80多个国家/地区。
　　1988年罗克韦尔自动化进入中国，在国内有2000多名雇员，并设有五个培训中心，一个研发中心，一个软件开发中心，三个OEM中心，两个生产基地。
　　罗克韦尔自动化集成控制和信息平台是制造业实现智能、安全和可持续生产的的基础。它帮助制造业利用互联企业实现未来智能制造愿景，提高决策水平和国际竞争力。
　　“罗克韦尔自动化与中国大学共勉”项目开始于1998年，和国内70多所高校合作建立联合实验室，累计捐赠2.56亿人民币的设备、奖学和奖教金。该项目在持续不断地进行中。