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
Members of the Issue to Resolution Team (I2R Team) are responsible for providing technical post-sales expertise to support customer retention, improve satisfaction, and drive sales within a defined list of OEMs in the EMEA region. This will be achieved via direct intervention or by influencing others across the organization.
You will report to the EMEA Technology Manager and have a hybrid schedule working in Katowice, Poland.
Your Responsibilities:
- Be the focal point by taking ownership of escalations and driving them to the quickest resolution possible, whilst maintaining a high level of communication with all parties throughout the investigation.
- Support the immediate team to assist both Technical Consultants and engage Technical Architects where subject matter experts may be required.
- Use local Rockwell Automation facilities to reproduce and resolve customer issues.
- Travel to customers' facilities to gain first-hand knowledge and data on any specific issues, where too complex to reproduce remotely.
- Drive efficiency by ensuring adherence to the agreed engagement procedures, and by documenting knowledge capture and success stories.
- Provide detailed technical "scope of work" when engaging with field service engineers, attending site on our behalf. Maintaining communication throughout the visit to ensure desired data capture or issue resolution.
- Create virtual teams to engage necessary skill set from Quality, Customer Care, Technical Architect, GOTC and Product Management.
Essential Functions
- Working across EMEA the acceptance and willingness to travel is necessary to the success of this role.
- Contribute to process improvement philosophy by analysing and improving upon current solutions, to ensure that the best possible results are gained and that processes are efficient.
- Develop positive working relationships with the wider EMEA engineering team, technical support, field personnel, product groups, quality team and others to support the exchange of information critical to issue resolution.
- Develop knowledge by taking advantage of training and professional development opportunities to stay current on trends and developments in Rockwell Automation technology.
- Frequently work with peers and customers to gain cooperation of others or conduct presentations of technical information internally or to customers.
Leadership & Scope
- Provide leadership in overcoming any perceived roadblocks, driving directly and engaging management.
- Conduct tasks following applicable health, safety, quality, and environmental regulations Rockwell Automation procedures.
- The ability to receive little instruction on daily activities breakdown a project into achievable goals.
Interpersonal
- Experience communicating updates and resolutions to customers and other partners to key customers and management.
- Experience troubleshooting issues with users and develop relationships within a multicultural team and organization.
Business
- Understand customer priorities and the effect of delays to their business with relevance to critical to customer, critical to success, and critical to quality. Ensure all work will positively affect these measures.
- Frequently work with peers and customers to gain cooperation of others or conduct presentations of technical information or project activities.
- Build productive internal and external working relationships.
The Essentials - You Will Have:
- Education to Degree level or 10 Years Equivalent Experience.
- Fluent English – Written and spoken. Other languages would be advantageous.
The Preferred - You Might Also Have:
- Field activity including installation and fault finding is necessary .
- In-depth knowledge of at least two RA product ranges.
- Logix knowledge is necessary plus a specialized product or skill.
- Good all round engineering skills including:
- Experience with OEM and end-user technology and applications.
- Over 5 year's application experience around the focused product area.
- Experience of fault finding on complex applications.
- Knowledge of both mechanical and electrical principles.
- Experience in a customer-facing role for a system integrator / OEM or competitor is beneficial.
What We Offer:
Our benefits package includes …
- Volunteer Paid Time off available after 6 months of employment for eligible employees
- Company volunteer and donation matching program – Your volunteer hours or personal cash donations to an eligible charity can be matched with a charitable donation.
- On-demand digital course library for professional development.
- Comprehensive mindfulness programs with a premium membership to Calm
- Employee Assistance ProgramPersonalized wellbeing programs through our OnTrack program
... and other local benefits!
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 person for this or other roles.
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Rockwell Automation’s hybrid policy aligns that employees are expected to work at a Rockwell location at least Mondays, Tuesdays, and Thursdays unless they have a business obligation out of the office.
