Tech. Support Representative - Plex

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

Job Description

Technical Support Representative – Manufacturing Operations

Want to work with fearless innovators, visionaries, and community-minded people who challenge the status quo? We do too.

Plex is more than a software company — we’re a team of disruptors who are driving innovation and unlocking the promise and value of smart manufacturing.

It isn’t a trend or a moment, it’s a movement. And we’re leading it, but we can’t lead it alone.

That’s where you come in.

Plex Systems, Inc.® delivers the first smart manufacturing platform, helping the world’s leading innovators to make awesome products. Built in the cloud, the Plex Smart Manufacturing Platform includes MES, ERP, supply chain management, Industrial IoT, and analytics.

We believe that anything that can be made can be made better, and we are focused on finding the right people to help us achieve the big important tasks ahead.

Is that person you?

We are seeking a Technical Support Engineer to join our growing Manufacturing Operations team in Pune.

WHAT’S YOUR IMPACT?

• Provide excellent customer support for customers using PLEX, including answering questions, explaining products and services, analyzing and troubleshooting, testing and implementing software enhancements.
• Diagnosing difficult issues with complex software configurations
• Researching the ERP database to understand problems, using SQL for queries.
• Gather information, research and manage user support requests.
• Escalate requests, as needed, in a timely fashion and to the correct product team.
• Manage work queues within Service Cloud to comply with Service Level commitments.
• Manage timelines and deliverables with internal departments and customers.
• Provide functional and technical guidance to customers on new enhancements, modules, and features.
• Advise customers about available service(s) and assess customer needs.
• Utilize and enhance Knowledge Management System
• Build formal and informal relationships with customers and internal team members. 

IS IT IN YOU?

• Minimum of 2 years of previous technical support service experience within a highly technical environment or a bachelor’s degree in a STEM major (Science, Technology, Engineering or Mathematics)
• Previous Manufacturing experience (Production, Process Engineering, Quality, Subcontract, Tooling) preferred.
• SQL experience/knowledge a plus
• Proficient English language communication skills (written and verbal).  
• Experience using or supporting an ERP/MRP system preferred.

• Demonstrated experience troubleshooting customer escalations within a ticketing-based workflow, while achieving SLA requirements
• Proficiency in MS Office, with an emphasis on Excel
• Willing to work in a rotational shift including non-standard hours, depending on business needs.