Senior Field Service Representative

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

As a Senior Field Service Representative, you will deliver customer support through on-site installation of complex equipment and systems, while also managing diagnostics, troubleshooting, service, and repair. Ensure and approve the operational quality of system components, and provide customer training on system operation and maintenance. Act as the primary liaison between our organization and the customer, addressing both technical and administrative aspects of assigned projects. You will report to the Manager, Territory Services. This is a remote based in Quebec that will require 50% or more travel.

Your Responsibilities :

• Provide customer support through the performance of on-site installation, and overseeing any necessary diagnoses, troubleshooting, service, and repair of complex equipment and systems.
• Be a company liaison with customer on administrative and technical matters for assigned projects and instruct customers in the operation and maintenance of the system.
• Evaluate and approve operational quality of system equipment.
• Participate in the establishment, measurement, and achievement of customer satisfaction metrics.
• Perform project management function for customer projects including needs identification, scheduling, tracking, and reporting.
• Demonstrate personal leadership for project engineering teams, contract employees, and project support personnel.
• Develop and write documentation (validation project plans, standard operating procedures, qualification summary reports, system audits, technical reports, traceability matrix)
• Provide services to Rockwell customers through embedded services, call out, and through phone / chat support to meet utilization goal.
• Travel to cover assigned region / sub-region. Accessible during off hours, weekends and holidays.
• Support Remote Support Services as required.

The Essentials - You Will Have :

The Preferred - You Might Also Have :

What We Offer :

This position is part of a job family. Experience will be the determining factor for position level and compensation.

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Représentant principal du service sur site

En tant que Représentant principal du service sur site , vous assurerez le soutien client par l'installation sur site d'équipements et de systèmes complexes, tout en prenant en charge les diagnostics, le dépannage, le service et les réparations. Vous vous assurerez et approuverez la conformité opérationnelle des composants du système, et vous dispenserez une formation aux clients sur l'utilisation et la maintenance du système. Vous agirez comme principal point de contact entre notre organisation et le client, en traitant les aspects techniques et administratifs des projets qui vous sont confiés. Ce poste relève du Responsable des services territoriaux et est entièrement télétravail , basé au Québec , avec une capacité de déplacement de 50 % ou plus .

Vos responsabilités :

Exigences essentielles :

Atouts supplémentaires :

Ce que nous offrons :

Rockwell Automation étant une entreprise mondiale, les candidats doivent être bilingues ou capables de communiquer en anglais (oral et écrit).

Ce poste fait partie d'une famille de métiers. L'expérience déterminera le niveau du poste et la rémunération.

Chez Rockwell Automation, nous nous engageons à bâtir un environnement de travail diversifié, inclusif et authentique. Si ce rôle vous enthousiasme mais que votre expérience ne correspond pas parfaitement à chaque qualification, nous vous encourageons à postuler quand même. Vous pourriez être le candidat idéal pour ce poste ou un autre.

As Rockwell is a global company, candidates must be bilingual or able to communicate in English (spoken and written).