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Technical Support Engineer - Level 1 | [查看更多类似职位] |
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工作地点 |
上海 |
发布日期 |
2008-03-22 |
工作年限 |
1年经验 |
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薪水范围 |
面议 | 学历要求 | 本科 |
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| 职位描述 |
职位类别： 客户服务/技术支持 工作地点： 上海 发布日期： 2008-03-21 工作经验： 1-3年 最低学历： 本科 管理经验： 否 工作性质： 全职 招聘人数： 若干 职位描述/要求： 1. JOB TITLE: Technical Support Engineer Level 1 2. DIVISION: Customer Support&Maintenance 3. POSITION IN ORGANISATION: Responsible to: Technical Support Manager Subordinates directly Supervised: None Subordinates indirectly Supervised: None 4. ROLE SUMMARY: Provide troubleshooting assistance for Rockwell products to customers, Rockwell Automation field office personnel, distributors, and systems integrators. In addition, a good working knowledge of other Rockwell Automation products and other manufacturer"s equipment is necessary. Investigate and verify reported product problems in software, firmware, hardware and documentation. Document the problem via the Clarify case management system, work with appropriate group to resolve the problem, and follow up with the customer when the problem is solved. Write Technical Notes, Technical Bulletins, and other documentation to inform the field of solutions to commonly experienced problems, work-arounds, installation practices that create problems, etc. to improve customer satisfaction and acceptance. Maintain current technical knowledge of Rockwell products, associated equipment, and technologies by attending internal and external training classes, reading industry journals, establishing key contacts in the business units and other relevant vendors. 5. SPECIFIC TASKS OF JOB: Provide technical assistance to customers over the telephone and in writing or any other applicable method and, where necessary, to transfer to service administrators across Asia Pacific for field engineer despatching. Provide a technical briefing to despatched engineers where necessary and give telephone support to on site engineers. Participate in new product introduction and change programs identifying the required changes in tools, equipment, resources and training for technical support staff to fully support customers via the telephone. Ensure that all technical enquiries are logged into a call handling database, ensuring completeness of information such that the evaluation of field enquiries and failures can be produced. Analysis of information to be fed back to Technical Support in USA for corrective and preventive actions. Investigate and verify reported product problems in software, firmware, hardware and documentation. Document the problem via the appropriate vehicle, work with appropriate group to resolve the problem, and follow up with the customer when the problem is solved. Write Technical Notes, Technical Bulletins, KnowledgeBase documents and other documentation to inform the field of solutions to commonly experienced problems, work-arounds, installation practices that create problems, etc. to improve customer satisfaction and acceptance. Provide a simulation and analysis of faults for customers through use of technical support Lab, making appropriate recommendations. Some occasional on site work required for engineering and training activities may be required. Within the scope of the above tasks, every effort is to be made to encourage customers in the purchase of new equipment; product upgrades, support&maintenance contracts and the use of paid support services. Maintain current technical knowledge of Rockwell products, associated equipment, and technologies by attending internal and external training classes, reading industry journals. 6. QUALIFICATIONS: (Minimum): Diploma / Certificate in Electrical / Electronic engineering or IT or appropriate work experience (Preferred): Degree level education, with an electronic / IT bias 7. LANGUAGES: (Minimum) Fluent (Verbal&Written) English. (Preferred) Fluent in one of the following Languages; Mandarin, Cantonese, Korean, Japanese. 8. EXPERIENCE: (Minimum): 2 years practical application in a similar role either office or field support. (Preferred): Over 2 years experience in designing, installing, commissioning or maintaining industrial automation systems and applications. Microsoft Windows 95/98/NT Industrial Automation experience in SCADA / Controllers / Drive systems / Motion controllers 9. Location: Technical Support Centre Melbourne 10. Comments: The above are preferred qualifications and experience requirements for the holder(s) of this position. 11. Specific technical requirements for this role Background in industrial automation control engineering. Sound practical knowledge of ‘Intel’ based computer hardware and peripheral devices. Excellent knowledge of Microsoft Windows, NT4 Operating system. 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++ an advantage. In-depth understanding of programming control system strategies using Function Block Diagrams (FBD), Sequence Flow Control (SFC) diagrams and Ladder Logic an additional advantage. PID control loops. 12. Specific non-technical requirements for this role Excellent communication skills both verbally and written Problem solving skills and experience Committed to Customer Satisfaction Capable of taking ownership of issues and managing the issue through to satisfactory conclusion / resolution 联系方式： Motivated candidates please send your resume to: email: RAjob_East@ra.rockwell.com Please indicate the position you are applying for. Please indicate which city your "hukou" is valid for. Please send your resume only in plain text. Please write/paste all words in body of email, DO NOT attach any files. Please indicate that you are responding to Zhaopin.com! .
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