Automation Controls, Customer Support

About the role

Automation Controls, Customer Support is a hybrid role for an Automation Technician with Asset Management responsibilities.

You will work with the Rockwell Automation's customer to provide on-site support and troubleshooting, while helping to increase productivity, reduce costs, and improve reliability. You will be an important member of our customer support team and interfaces with engineering, sales, services management, product groups, and authorized distributors.

You will report directly to the Rockwell Program Manager (PM) and work at the customer site in Orlando, FL. In this role, you will assist the embedded Rockwell engineering team and may also be in the rotation for back up on call support. Additionally, you will assist with parts management and provide back up support for the (PM).

Your Responsibilities

• On-Site support and troubleshooting of product-level issues on Rockwell Automation (RA) technologies (PLCs, HMI, VFDs & other motor control components)
• Assisting the customer to maintain control system health (firmware updates, OS patching, program backups, etc.)
• Support the on-site engineering team with small project execution involving PLC, HMI and VFD migrations/conversions
• Handle repair management for Allen Bradley Components
• Coordinate and process repair transactions, while managing repair orders to ensure required turnaround times are met
• Provide live tracking for all assets repaired or managed
• Make recommendations based on inventory levels, failure trends, repair history trends, pricing considerations and obsolescence management
• Provide daily reporting and data analysis by gathering product data from customer ERP systems and RA tracking software
• Make component lifecycle mitigation recommendations
• Develop SOP's associated with the repair process
• Identify process improvements regarding the MRO/repair process with focus on site reliability
• Develop relationships with the key customer partners to identify the customer's key performance indicators (KPI's). Create program metric reports using RA software and other tools that meet customer requirements
• You will be responsible for communication between the customer account and management, RA sales and distributors and RA Product Management to ensure that required information is provided
• Maintain customer automation installed base data and network infrastructure
• Occasionally will work nights and weekends

The Essentials - You Will Have

• Bachelor's degree or equivalent years of experience
• Legal authorization to work in the U.S. We will not sponsor individuals for employment visas, now or in the future for this job opening.

The Preferred - You Might Also Have

• 2+ years of relevant experience
• Basic knowledge of storeroom operations, logistics, purchasing, maintenance, and order management
• Experience with Microsoft Word, Excel and PowerPoint
• Experience creating and leading presentations
• Prior experience in inventory or a storeroom
• Experience working within an ERP system software environment
• Familiarity working with SAP, Microsoft DDS, and Power BI

What We Offer

• Health Insurance including Medical, Dental and Vision
• 401k
• Paid Time off
• Parental and Caregiver Leave
• Flexible Work Schedule where you will work with your manager to enjoy a work schedule that can be flexible with your personal life.

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.

• This position is part of a job family. Experience will be the determining factor for position level and compensation.
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• We are an Equal Opportunity Employer including disability and veterans.