Remote Support Supervisor - Medium Voltage Products

Location

Cambridge, ON | Canada

Job description

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 Technical Support specialists who provide support for all Medium Voltage Products. You will supervise the team, located in Canada and the USA, that is diagnosing, troubleshooting, and providing remote support orientation to repair systems. May be involved in customer installation and training programs. Selects, develops, and evaluates personnel to ensure the efficient operation of the function. You will report to the Manager, Global Remote Support and have a hybrid schedule working in Cambridge, ON.

Your Responsibilities:

• Develop a sustainable strategy and lead implementation of integrated support into MV products and other product families correlated.
• Improve terms of efficiency of support processes, customer satisfaction and the application of tools for management and optimization.
• Supervise engineers who respond to situations where standard procedures have failed to isolate or fix problems in non-functioning equipment or systems.
• Establish and communicate with Customer Care, Product Management, Project Management, R&D teams, and Manufacturing tests teams among other units for Medium Voltage Drives.
• Ensure technical support engineers are current with the latest upgrades and new releases.

The Essentials - You Will Have:

• Bachelor's degree or equivalent years of experience
• Legal authorization to work in Canada is required. We will not sponsor individuals for employment visas, now or in the future, for this job opening.

The Preferred - You Might Also Have:

• 2+ years of management experience
• Experience leading core Medium Voltage Drives support engineers
• Providing support to non-direct reports supporting the same product line in other regions
• Managing escalation of issues to resolution (interacts with BU, CE, Quality etc…)
• Following up with unsatisfied customers to ensure issues are resolved and the customers are satisfied.
• Manage a team to attain business objectives and establish KPIs.
• Advocating change management

What We Offer:

• Health Insurance including Medical and Dental
• Retirement plans
• Paid Time off
• Maternity and Parental Leave Top-Up
• Flexible Work Schedule where you will work with your manager to enjoy a work schedule that can be flexible with your personal life.

We are an Equal Opportunity Employer including disability and veterans.

If you are someone with a disability and you need assistance or a reasonable accommodation during the application process, please contact our services team at +1 (844) 404-7247.

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 candidate for this or other roles.

#LI-Hybrid

#LI-AC1

We are an Equal Opportunity Employer including disability and veterans.

If you are an individual with a disability and you need assistance or a reasonable accommodation during the application process, please contact our services team at +1 (519) 618-4899.

Job tags

Salary