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 usJob DescriptionAs 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:* Bachelor's Degree in Relevant Field.* Legal authorization to work in Canada is required- we will not sponsor individuals for employment visas, not now or in the future, for this job opening.* The ability to travel 50% of the time.* A valid drivers license.### The Preferred - You Might Also Have:* Fluent in French.* Technical Degree in Electrical Engineering, Industrial Engineering, Computer Science or Information Technology or related technology-driven degree.* 5+ years of engineering and field experience* Experience with PLC programming using RSLogix 5, 500, 5000, FactoryTalk Studio software, Studio5000, ControlLogix, CompactLogix, PowerFlex products and applications.* Experience with Servo/Motion control, Low Voltage PowerFlex, and Medium Voltage Drives.* Experience with networks including EtherNet, ControlNet, and DeviceNet.* Application/Project experience utilizing Rockwell's Advance Software Packages such as Historian, AssetCentre, VantagePoint, and Plant/Energy Matrix.* Experience in Virtual Machine computing, Thin Client technology, and Ethernet/IP, Stratix Switches.### What We Offer:* 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.*As Rockwell Automation is a global company, candidates must be bilingual or able to communicate in English (spoken and written)*."This position is part of a job family. Experience will be the determining factor for position level and compensation.*At Rockwell Automation we are dedicated to building a diverse, inclusive and authentic workplace, so if you're excited about this role but your experience doesn't align perfectly with every qualification in the job description, we encourage you to apply anyway. You may be just the right candidate for this or other roles.*#LI-Remote#LI-TH1**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 :*** Fournir un soutien client par l'installation sur site et superviser les diagnostics, le dépannage, le service et la réparation des équipements et systèmes complexes.* Servir de liaison entre l'entreprise et les clients pour les aspects administratifs et techniques des projets assignés, et former les clients à l'utilisation et à la maintenance du système.* Évaluer et approuver la qualité opérationnelle des équipements du système.* Participer à la définition, la mesure et l'atteinte des indicateurs de satisfaction client.* Assurer la gestion de projet pour les projets clients, incluant l'identification des besoins, la planification, le suivi et le reporting.* Faire preuve de leadership personnel auprès des équipes d'ingénierie projet, des contractuels et du personnel de soutien.* Rédiger la documentation (plans de validation de projet, procédures opérationnelles standard, rapports de qualification, audits système, rapports techniques, matrices de traçabilité).* Fournir des services aux clients Rockwell via des services intégrés, des interventions ponctuelles, ou par téléphone/chat afin d'atteindre les objectifs d'utilisation.* Se déplacer dans la région ou sous-région assignée. Être disponible en dehors des heures normales, les fins de semaine et les jours fériés.* Soutenir les services d'assistance à distance selon les besoins.**Exigences essentielles :*** Diplôme universitaire dans un domaine pertinent.* Autorisation légale de travailler au Canada requise — nous ne sponsoriserons pas de visa de travail pour ce poste, ni maintenant ni à l'avenir.* Capacité à se déplacer 50 % ou plus dans la région/sous-région assignée et disponibilité en dehors des heures normales, les fins de semaine et les jours fériés.* Permis de conduire valide.* Maîtrise du français et de l'anglais.**Atouts supplémentaires :*** Diplôme technique en génie électrique, génie industriel, informatique ou technologies de l'information, ou tout autre diplôme axé sur la technologie.* Plus de 5 ans d'expérience en ingénierie et sur le terrain.* Expérience en programmation d'automates (PLC) avec RSLogix 5, 500, 5000, FactoryTalk Studio, Studio5000, ControlLogix, CompactLogix, produits et applications PowerFlex.* Expérience en contrôle de mouvement/servo, PowerFlex basse tension et variateurs #J-18808-Ljbffr