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Supervisor, Remote Support 🔥


Position Summary



This position manages a team of Remote Support Engineers who support a variety of products within the Information Software, FactoryTalk InnovationSuite, and Manufacturing Execution Systems.

The supervisor provides daily logistics for the team including scheduling and vacations as well as giving performance feedback and job coaching.

The supervisor is also responsible for the performance of the engineer as well as the team. In addition, to the supervisory duties this role will coordinate with the necessary product related departments to coordinate training, handle escalations, and prepare for new product releases.



The responsibilities of the supervisor include
  • Develop, create and maintain a global cross-functional team who primarily support the Information Software Suite of products.
  • Identify or lead, and support process changes to enhance the support experience for the customer and/or improve internal productivity for the business.
  • Develop and motivate a team of remote support engineers through performance coaching, career planning and setting professional development objectives.
  • Foster a strong collaborative environment where all processes and procedures are followed.
  • Manage through times of uncertainty and change.
  • Effective communication of change initiatives to direct reports.
  • Facilitate customer resolution for escalated calls by engaging with Commercial Engineering, Product Management, Sales and Distribution and other stakeholders as necessary.
  • Manage a team to attain business objectives and established KPIs.
  • Manage and coordinate scheduling and staffing to meet the dynamic and cyclical call volume demands, manage and prioritize internal and external customer escalations ensuring high level of customer satisfaction.
  • Ensure that the support staff exhibits the proper techniques and behavior to ensure the customer receives an outstanding service experience.
  • Work with other supervisors and managers to ensure operational consistency.
  • Maintain a mindset of continuous improvement, in terms of efficiency of support processes, customer satisfaction and the application of tools for monitoring, management and optimization.
  • Develop or manage processes which require one to maintain visibility of commercially sensitive issues and serve as the middle tier between development & technical support teams.
  • Host product escalation meetings with the development managers for the purpose of reviewing high priority support cases and product enhancements.
  • Engage in quarterly business review meetings with key customers.
EOE, M/F/Disable, Vet



Basic Qualifications



Qualifications
  • Bachelor’s degree in engineering or related discipline.
  • Legal authorization to work in the US is required. We will not sponsor individuals for employment visas, now or in the future, for this job opening.
Preferred Qualifications
  • Strong verbal and written communication skills.
  • Possess an understanding of the "services business" in a high-tech environment.
  • Must be customer service oriented and, collaborative, adaptable and innovative.
  • Demonstrated leadership abilities and be achievement oriented.
  • Excellent commercial and people skills, analytical and problem-solving skills, combined with the ability to provide quick resolution to problems.
  • Minimum 2 years of management experience.
  • High level/basic knowledge/familiarity of either Information Software, FactoryTalk InnovationSuite, or MES products.
  • Minimum 2-3 years’ experience in a related function is required, technical call center preferred.
  • Self-initiative, excellent listening skills, and commercial sensitivity.
  • Responsiveness, customer-centric mindset, collaborative, technical engineering expertise, and business acumen.
  • Ability to interpret information gathered by tools and act upon it.
  • Demonstrate vision, creativity, technical engineering expertise, business acumen and a willingness to travel as needed.

EEO Statement

Rockwell Automation is an Equal Opportunity Employer including disability and veterans.



If you are an individual with a disability and you need assistance or reasonable accommodation during the application process, please contact our services team at +1 (844) 404-7427.



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