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 and for French Canada Product Support. You will supervise the Medium Voltage Support teams located in Canada and the USA, that diagnose, troubleshoot, and provide remote support orientation to repair systems on remote technical approach. Also, manage the French Canada Team, that support all product lines in French, for Quebec province. You may be involved in customer installation and training programs discussions. You will help select, develop, and evaluate 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, Canada.
- Develop a sustainable strategy and lead implementation of integrated support into MV products and other product families correlated.
- Similar for French Canada Team and providing support to non-direct reports supporting the same product line in other regions.
- 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 teams, Product Management, Project Management, R&D teams, Manufacturing tests teams and Quality teams, as well other teams for Medium Voltage Products.
- Ensure technical support engineers are current with the latest upgrades and new releases.
- Engage and keep the team engaged in continuous improvement projects.
- Follow up with unsatisfied customers to ensure issues are resolved and the customers are satisfied
- Bachelor's Degree in technical areas
- 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.
- 2+ years of management experience
- Experience leading core Medium Voltage Drives support engineers
- Experience managing escalation of issues to resolution (interacts with BU, CE, Quality, etc…) and a team to attain business objectives and establish KPIs
- Health Insurance including Medical and Dental
- Health Care Spending Account (HCSA – dependent on the plan chosen)
- Employee Assistance Program (EAP)
- Retirement plans
- Paid Time off
- Volunteering Time off
- Employer Savings Plan Matching (includes RRSP, TFSA, and EPSP)
- Employer Paid DC Pension
- Maternity and Parental Leave Top-Up
- Fitness Reimbursement Program
- Flexible Work Schedule where you will work with your manager to enjoy a work schedule that can be flexible with your personal life.
This position is part of a job family. Experience will be the determining factor for position level and compensation.
For this role, the Base Salary Compensation is from $92,080 - $128,120 with an annual target bonus of 5% of base salary. Actual pay will be based on factors such as skills, knowledge, education, and experience.
This posting is for an existing vacancy within our organization
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.
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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.
Rockwell Automation’s hybrid policy aligns that employees are expected to work at a Rockwell location at least Mondays, Tuesdays, and Thursdays unless they have a business obligation out of the office.
