Automation Controls, Customer Support

Job Description

Job Description

The Automation Controls, Customer Support professional*** ***is an important member of our customer support team and interfaces with engineering, sales, services management, product groups, and authorized distributors. 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 Program Manager. You will report directly to the Rockwell Program Manager and work onsite at the customer site in Orlando, FL.

Your Responsibilities:

• On-Site support and troubleshooting of product-level issues on Rockwell Automation (RA) technologies (PLCs, HMI, VFDs & other motor control components)
• Assist 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 main customer partners to identify the customer's goals. 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
• 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:

• 5+ years of relevant experience
• Bachelor's degree in a Technology Field, Business Administration, Supply Chain Management, Finance or similar
• Strong problem-solving and commercial skills
• Basic knowledge of storeroom operations, logistics, purchasing, maintenance, and order management
• Experience with Microsoft Word, Excel and PowerPoint
• Create and lead presentations for the client and partners
• Experience assessing severity of support requests and escalate based on severity
• 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.
• To learn more about our benefits package, please visit at

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.