Team Lead, Remote 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

You will manage a team of Remote Support Engineers who support Rockwell Automation's Process Control products, including PlantPAx, FactoryTalk Batch, and Process Safety. In addition to managerial duties, you will coordinate with their supervisor counterparts and necessary product related departments to schedule training, handle escalations, and prepare for new product releases.

You will report to the Manager, Global Remote Support and is based at our Mayfield Village location in Cleveland, OH.

What You Will Do

• Develop, create, and maintain a cross-functional team
• Work with other leaders to ensure operational consistency
• Manage daily logistics for the team, including scheduling
• 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 professional development objectives
• Foster a strong collaborative environment where all processes and procedures are followed
• Takes personal responsibility for directing and influencing others to respond and adapt to change and effectively communicate change initiatives to direct reports
• Follow up with unsatisfied customers to ensure issues are resolved and the customers are satisfied
• 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 individual group performance goals and collaborate with all other support groups to meet the overall business objectives
• Manage dynamic staffing to meet the cyclic demands of the queues the team's support
• Ensure that the support staff exhibits the proper techniques and behavior to ensure the customer receives an outstanding support experience
• Drive continuous improvement in terms of efficiency of support processes, customer satisfaction and the application of tools for monitoring, management and optimization

The Essentials- What You Will Have:

• Bachelor's Degree or Equivalent Years of Relevant Work Experience.
• 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.

The Preferred- You May Also Have:

• Bachelor degree in Engineering or related discipline
• Typically requires 1-2 years of experience in a related function
• Possess an understanding of the "services business" in a high tech environment
• Customer centric, collaborative, adaptable and innovative
• Demonstrated leadership abilities and achievement-oriented mindset
• Excellent commercial and people skills, analytical and problem solving skills, combined with the ability to provide quick resolution to problems
• Self-initiative, excellent listening skills, and commercial sensitivity
• Strong verbal and written communication skills
• Demonstrate vision, creativity, technical engineering expertise, business acumen and a willingness to travel as needed

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 www.raquickfind.com.

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 a determ