Customer Response Engineer, Lead

Customer Response Engineer, Lead

Rockwell Automation Singapore
8-11 years
Not Specified

Job Description


Job Description
Job Description
As a Lead, Customer Response Engineer for Rockwell Automation, you will have the opportunity to act as a leader by providing leadership in technical characterization and coordination of engineering responses to customer initiated inquires as well as providing organizational visibility to critical customer initiated issues and trends.
In this position, you will be a key player in customer issue characterization, analysis, resolution and engineering responses to customer inquiries. You will also provide leadership in coordinating staff in engineering, commercial engineering, technical support, quality and sales to deliver optimal and timely solutions to customers. In addition, you will play a key role in the communication of trends, metrics and commercially critical issues and resolutions to management.
When you join the Customer Response Engineering Team, you become part of a team that believes in a customer first approach and achieve this by knowledge sharing, innovative thinking, collaboration, organizational teamwork and operational excellence.
The ideal candidate will possess excellent technical issue characterization and analysis capabilities as well as the excellent written and verbal communications skills in addition to excellent presentation and influencing skills.
Essential Functions
  • Responsible for directing teams in characterizing, performing analysis and resolving complex customer technical issues that are beyond the capabilities of other groups in the organization.
  • Leads coordination and technical issue management with engineering, technical support, commercial engineering, product management, quality and sales.
  • Formulates and establishes strategies for fully characterizing, analyzing and resolving complex customer technical issues that are beyond the capabilities of other groups in the organization.
  • Leads in creation and implementation of Engineering and Customer Response Team processes, guidelines, procedures and tools and ensures compliance to any applicable standards.
  • Directs and coordinates teams to fully characterize and resolve customer issues by:
    • Directs teams to appropriately characterize complex customer issues from environmental, product and systems perspective.
    • Provides guidance on characterization of issues though a number of means including analysis of internally and externally collected data, experimentation, architectural, design and implementation reviews.
    • Reviews summary results and provides guidance on formulation of hypothesis for potential solutions or steps for further characterization.
    • Directs junior engineers in the steps necessary to validate hypothesis or further characterize issues.
    • Leads communication of issue progress and state information to stakeholders.
  • Effectively partners with other groups and engineers to provide the best solution in a timely, cost-effective manner.
  • Leads Continuous Improvement initiatives and provides direction on best practices and processes on across the organization.
  • Partners with the engineering, business, quality, technical support commercial engineering and sales management and directors on key process initiatives.
  • Leads formal meetings with stakeholders to discuss issue status and plans for further investigation.
  • Identifies product design improvement opportunities and works with senior engineers and architects to identify and design product enhancements to improve the customer satisfaction.
  • Assist mentoring less experienced personnel.
  • Leads the development and publication of key performance indicators and metrics for the Customer Response Engineering team.
  • Works with other business units regarding overall strategies and best practices for complex, system wide issues.

Minimum Education
  • Bachelor's degree in Electrical Engineering or Computer Engineering or equivalent knowledge in the application of engineering principles, theories, concepts, and techniques

Minimum Qualifications
  • 8+ years of engineering experience with demonstrated professional development in embedded software design and development
  • 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.
  • Ability to understand the customer application/systems and applying problem solving techniques to bring the issues to closure.
  • Previous experience working with real-time embedded development environments, use of emulators, analyzers and related instrumentation

Desired Qualifications
  • Previous experience with Ethernet or other industrial protocols
  • In depth knowledge of software engineering and a wide knowledge of engineering principles and practices in related fields.
  • Advanced courses or degree in engineering, computer science or controls.

Job Details

Employment Types:

Industry:

Other

Function:

IT

Rockwell Automation, Inc. (NYSE: ROK), is a global leader in industrial automation and digital transformation. We connect the imaginations of people with the potential of technology to expand what is humanly possible, making the world more productive and more sustainable. Headquartered in Milwaukee, Wisconsin, Rockwell Automation employs approximately 23,000 problem solvers dedicated to our customers in more than 100 countries. To learn more about how we are bringing The Connected Enterprise to life across industrial enterprises, visit www.rockwellautomation.com .

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