Team Lead, Application Support

Summary about this job

Detail information about job Team Lead, Application Support. Terms and conditions vacancy

• Australia’s leading Automation company
• Permanent position with ongoing career development
• Great working culture and supportive team environment

Team Lead, Application Support

Melbourne (Victoria)

Realise your potential with a global leader

As a company that’s been in business for over 100 years, we’ve learned how to make an impact.  Rockwell Automation is the world’s largest company dedicated to industrial automation and information, with approximately 22,000 people serving customers in more than 80 countries.  We are thought leaders, we are innovators and our products, solutions and services are the gold standard for quality.  We are working to make our customers more productive and the world more sustainable by enabling the next generation of smart manufacturing.   With the right strategy, talented people, and our substantial financial strength, we are dedicated to deliver value to our customers.

The industrial automation market in Australia and New Zealand is expected to grow consistently over the coming years, making now the right time for our customers to reap the rewards of using analytics to transform data from smart, connected industrial assets into meaningful insights.  The Connected Enterprise converges plant-level and enterprise networks, and securely connects people, processes and technologies.

What do we stand for?

We are innovating the future of automation and by doing so, continuing to establish our leadership position in the automation industry.  We are proud to say that we are one of the world’s most ethical companies. Inclusion and diversity are at our core.  Individuality is respected and celebrated.  We welcome great minds and different thinkers.

We attract the best and brightest talent and offer career prospects to develop our people in a continuous learning environment.  Welcome to a world of opportunity at Rockwell Automation.

Who are our customers?

We are active in several industries in Australia and New Zealand.

We help food and beverage manufacturers ensure their operations are smart, safe, and sustainable. Our integrated automation and information solutions help our customers achieve greater efficiencies, maintain product quality and consistency, lower lifecycle costs, and enable more flexible manufacturing.

Our solutions are leading the way in mines globally. They provide operators as well as engineering firms, consistency and reliability. They harness the power of connectivity to leverage the vast amount of data that exists in mining automation systems.

In a dynamic global industry like oil and gas, managing costs, extracting the most value possible from current assets and maximising up-time are key priorities.  Rockwell Automation takes the latest control and information technologies and applies them to the unique environments of this industry.

Why Rockwell Automation?

We make it a priority to help you create a rewarding career because when you’re successful, we are too.

We offer many exciting opportunities and benefits to make you love working for Rockwell Automation, including:

• Competitive pay and benefits
• Ongoing training and mentorship
• International opportunities
• Career development
• Employee recognition
• Flexible working arrangements

What is the role?

Reporting to the Business Manager (Connected Services), this role based in Melbourne is responsible for providing daily supervision and leadership to the application support engineering group. This role will provide troubleshooting assistance for customer applications developed with Rockwell Automation products, set up support infrastructure to enable investigation and verification of problems with Application software, firmware, hardware and documentation, and document problems in the case management system.

The key responsibilities of this position include;

• Monitoring the telephone system and information to ensure that adequate support staff are available to manage call volumes and meet performance targets
• Schedule staff meetings and training, and conducting performance reviews
• Conduct annual performance and salary reviews for staff
• Provide Application level technical assistance to customers via telephone, email, chat, or application level documentation
• Use or develop appropriate resources to answer support enquiries
• Ensure technical enquiries are logged into a call management database, ensuring completeness of information
• Develop and update technical notes in application documentation to provide on-line solutions to commonly experienced situations
• Follow support procedures of the technical support centre to ensure a consistent approach to global application support and maximize customer satisfaction
• Maintain application level knowledge of multiple customer systems
• Provide training to other global technical support centres
• Conduct application staging and hands on trouble shooting of technical issues in automation lab facilities  

The Team Lead, Application Support is also required to maintain their current technical knowledge of Rockwell products, associated equipment, and technologies by attending internal and external training, undertaking development tasks (such as participation in field support), and online and self-training.

About You

You will have the following job related competencies;

• 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, Intranet, Internet and Lotus Notes
• Communications Knowledge i.e. Serial RS232/RS485, Ethernet (TCP/IP) – additionally Modbus, DH+ and ControlNet
• Techniques such as ODBC, OPC, ActiveX, VB and C++
• Understanding of control system programming strategies using Function Block Diagrams, Sequence Flow Control diagrams and Ladder Logic
• Understanding of P&ID and PID control loops

The following experience and education is preferred;

• Diploma / Certificate in Electrical / Electronic Engineering, IT or appropriate work experience
• Ideally degree level education, in Mechatronics, Electrical / Electronic Engineering or IT/ Computer Science
• Three years practical application in a technical role, either application or field support
• At least two years’ experience in designing, installing, commissioning or maintaining industrial automation systems and applications, preferably on Rockwell Automation equipment.
• Project Management Skills

How do you apply?

At Rockwell Automation we believe our people are the driving force that underpins our success.  Please go to www.rockwellautomation.com/careers and select "Search jobs". On the right hand side, search openings by Keyword "76231BR".

We look forward to receiving your application!

* Applicants must have work rights for Australia.  Note that only short-listed candidates will be notified.