Global Advanced Analytics Support Manager

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

The Global Advanced Analytics Support Manager will lead the customer support function for Rockwell Automation's PavilionX advanced process control and model predictive control solutions. This role is critical to ensuring service quality, customer confidence, and performance for a specialized support offering within Digital Managed Services.

We are looking for leader who can operate across customer engagement, technical support, delivery of service, business operations, and sales. You will lead the Pavilion support business. Reporting to the Sr. Manager, Global Application Support, You will partner with customers, internal delivery teams, sales, product stakeholders, and leadership. Your goal is to ensure that you meet support commitments and position the business for continued growth. This position can work remotely from anywhere in the United States.

Your Responsibilities

Lead the Pavilion support function, including daily operations, customer engagement, escalation management, and service delivery performance

Manage business operations for the Pavilion support group, including capacity planning, performance visibility, process improvement, knowledge transfer, and continuity of critical expertise.

Maintain relationships with Pavilion customers, ensuring you meet support commitments and address customer concerns with urgency.

Drive renewal and expansion opportunities and partner with sales and account teams to enable new support engagements

Coordinate with internal product and delivery teams to resolve complex issues and align customer needs with available capabilities

The Essentials - You Will Have

Bachelor's Degree or Equivalent Years of Relevant Work 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 ability to travel to support customer engagements, internal meetings, or business-critical escalations.

The Preferred - You Might Also Have

Experience in industrial software, automation, advanced process control (APC), model predictive control (MPC), or related technical services.

Typically requires 5+ years of experience leading customer-facing support operations teams, including escalations, prioritization, service delivery, and cross-functional coordination.

Ability to manage technical, commercial, operational, and customer-facing responsibilities in a specialized support environment.

Experience partnering with sales, delivery, account management, or customer success teams to drive retention and growth.

Familiarity with PavilionX, APC/MPC, process optimization, or industrial manufacturing applications.

Experience in managed services, software support, professional services, or customer success within enterprise software or industrial technology.

Knowledge of support business operations, including renewals, resource planning, service quality, performance metrics, and pipeline support.