Automation Controls, Customer Support

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

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

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

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.

2+ years of relevant experience

Basic knowledge of storeroom operations, logistics, purchasing, maintenance, and order management