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
Position Title- Team Lead/Support Manager- Field
Location- Vadodara or Mumbai
Role- This role is for team lead field support position who will be responsible for managing Customer support in west region include Maharstra, Goa, Gujarat & MP.. As a team lead role, one should manage the team of experience Field support Engineers, Customer escalation, Contract execution and ensure billing, execution of upgrade/modernization projects.
Field support Engineers are responsible for supporting Customer for AMC, Callout , Emergency support, Commissioning support & upgrade projects.
You will be report to regional Solution & Service Lead and will be based out Mumbai or Vadodara.
You will report to SOLUTIONS & SERVICES BUSINESS LEAD.
Your Responsibilities:
o Team Performance Management
o Team utilization
o Performance Tracking and Reporting and Analytics:
o Customer Service & Issue Resolution
o Process Improvement
o Collaboration & Effective Communication Internal & External Customer
o Team Building and Motivation & Conflict Resolution
o Training and Development
o Policy and Procedure Implementation
o Contract Management
o Service Level Agreement (SLA) Compliance
o Contract Performance Tracking
o Contract Documentation & Review
o Contract Renewals and Upselling support.
o Customer Satisfaction and Retention
o Contract Billing Management
o Invoice Delivery and Communication
o Resource Allocation
o Customer Requirements Analysis
o Performance Metrics and Reporting
o Collaboration with Cross‐Functional Teams
o Continuous Improvement
o Risk Mitigation
o Customer Communication
o Deliver project as per time line.
The Essentials - You Will Have:
Travel Requirement
You might be required to travel to meet with vendors or partners. These meetings can involve performance reviews, or joint planning sessions
The Preferred - You Might Also Have:
What We Offer:
Our benefits package includes …
... and other local benefits!
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.
Working Environment – Hybrid & On site
#LI-MS2
#LI-Hybrid