Principal Duties and Responsibilities

Support Tasks

Senior engineers are required to:

• Achieve the highest level of training on a specific product range, eg. LV Drive, Motion, Automation control, Network, View software, etc.
• Accept Breakdown Situation Tickets from Level 1 or 2 engineers when they are unable to resolve calls on first contact.
• Accept Tickets from the queue even when not trained on the product
• 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.
• 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

• Act as primary contact and providing a degree of technical account coordination for high value customers in the region. (eg. Global Accounts).
• 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.
• Liaise with other departments within RA to deal with product support or quality issues
• Champion and promote KCS Participation.
• Have knowledge of Application Support and Custom Remote Support deliverables, and capable of acting as a Primary Support Lead (PSL).
• Coordinate IBL Student activities to be both productive and learning experiences.
• 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

Languages Minimum : Fluent (Verbal & Written) Chinese. Preferred : Fluent in English.

Experience Minimum : One year experience as a Level 2 Technical Support Engineer or field engineer equivalent. Preferred :

Job Skills Technical Skills : 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) Non-Technical : 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.

上班地址：上海市漕河泾开发区虹梅路1801号B区宏业大厦1楼