Automation Controls, Customer Support

Rockwell Automation•Orlando, FL

4d•Onsite

About The Position

Automation Controls, Customer Support is a hybrid role for an Automation Technician with Asset Management responsibilities. You will work with the Rockwell Automation's customer to provide on-site support and troubleshooting, while helping to increase productivity, reduce costs, and improve reliability. You will be an important member of our customer support team and interfaces with engineering, sales, services management, product groups, and authorized distributors. You will report directly to the Rockwell Program Manager (PM) and work at the customer site in Orlando, FL. In this role, 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 (PM).

Requirements

Bachelor's degree or equivalent years of experience
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.

Nice To Haves

2+ years of relevant experience
Basic knowledge of storeroom operations, logistics, purchasing, maintenance, and order management
Experience with Microsoft Word, Excel and PowerPoint
Experience creating and leading presentations
Prior experience in inventory or a storeroom
Experience working within an ERP system software environment
Familiarity working with SAP, Microsoft DDS, and Power BI

Responsibilities

On-Site support and troubleshooting of product-level issues on Rockwell Automation (RA) technologies (PLCs, HMI, VFDs & other motor control components)
Assisting 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 key customer partners to identify the customer's key performance indicators (KPI's).
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