Software Engineer responsible for developing solutions that enhance merchant experience at Helcim. Joining a collaborative software engineering team in a hybrid environment.
About the role
- Engineers supporting Rockwell Automation remote product and application issues in a hybrid role. Providing technical expertise while ensuring customer satisfaction and operational excellence.
Responsibilities
- Provide responsive support by phone, email, and chat to different internal and external users, ensuring expert assistance across diverse roles.
- Manage customer interactions by setting clear expectations, thoroughly documenting issues and resolutions using Knowledge-Centered Support (KCS) methodology, and ensuring follow-up to maintain customer satisfaction.
- Resolve complex customer issues across products from initiation to resolution, serving as the primary liaison and delivering expert, professional support.
- Contribute to the development, tracking, and achievement of customer satisfaction metrics by participating in initiatives that improve customer experience.
- Support the full scope of the Automation Control core area, develop deep domain expertise within Process Control and collaborate within a support team to deliver high-quality technical assistance.
- Create and publish knowledgebase articles, blogs, or videos for reference by customers and Rockwell Automation employees.
- Manage escalations involving products or product groups outside your core area, coordinating efforts to resolve complex customer issues.
- Occasionally cover a shift after hours and carry a weekend support phone to provide support for 24/7 customers.
- Comply with all relevant company policies and standard operating procedures, while completing required documentation and training to ensure understanding of organizational standards and expectations.
Requirements
- Bachelor's Degree
- Typically requires 8+ years of related experience.
- Hands-on experience troubleshooting, implementing, and working with Rockwell's FactoryTalk Batch, with a solid understanding of its functionality and practical application in industrial environments.
- Knowledge of standard Rockwell Automation software: Studio5000, ControlLogix, DeviceLogix, Connected Components workbench (CCW), RSLinx, RSNetworx
- System/product expertise on Rockwell Automation products including PlantPAx, FactoryTalk Batch, ControlLogix, Trusted, AADvance, 1715 SIL2, 1756 SIL2, FactoryTalk ViewSE and FactoryTalk Optix.
- Experience creating and configuring Microsoft Windows Server machines within a domain or workgroup, as well as working with Microsoft SQL Server, web-based applications, relational databases, and open-source projects.
- Responsive and customer-focused mindset—work well with others and efficiently share knowledge when supporting customers and collaborating with company partners.
- Expertise in applying automation technology to process environments and effectively interpret data from diagnostic tools to demonstrate practical usage and insights.
Benefits
- Health Insurance including Medical and Dental
- Health Care Spending Account (HCSA – dependent on the plan chosen)
- Employee Assistance Program (EAP)
- Retirement plans
- Paid Time off
- Volunteering Time off
- Employer Savings Plan Matching (includes RRSP, TFSA, and EPSP)
- Employer Paid DC Pension
- Maternity and Parental Leave Top-Up
- Fitness Reimbursement Program
- Flexible Work Schedule where you will work with your manager to enjoy a work schedule that can be flexible with your personal life.
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