Strategic Support Engineer

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

As a Strategic Support Engineer you will support the profitable growth and development of the Lifecycle Annual Recurring Revenue (ARR) business. You will ensure that the Service Level Agreement of your nominated accounts are managed effectively, this will be achieved by:

• Performing and Maintaining Customers Installed Base Evaluations
• Obsolescence reporting and migration management
• Resolution of technical issues
• Expansion of existing services within the current agreements
• Promoting RepairPlus sales
• Identifying and Qualifying CSM sales leads

This position interfaces with Rockwell customers, field sales and support management, corporate account managers, product group and corporate sales management. The contributions you will make contribute in a vital way to the overall growth of the CSM business and will directly impact revenue.

This role is based in Kiln Farm under a hybrid working model and reports to the EMEA Strategic Support Engineering Manager.

Your Responsibilities:

• Ensure primary skills sets are maintained on designated contract customer specific products
• Provide refresher training on customer sites, to a variety of differently experienced personnel on a variety of products
• Develop good working relationships with customers
• Help with renewal of contracts and review all options with the customer
• Work with the Customer Success Managers and sales force to help ensure business opportunities are explored
• Attend CSM/sales meetings to ensure closer working links with the teams, and help to promote Asset Management services
• Perform site surveys for prospective new customers and promote the contact whilst on site
• Manage own time by the scheduling of diary, ensuring designated customers are visited on a cyclical basis and ensure any relevant follow up work is undertaken
• Administrative tasks, including the maintenance of customer records, CSR's and SVC's
• Provide technical assistance on site with customer
• Be a single point of access to Rockwell Automation for designated customers requirements
• Comply with the ISO9001 Quality Management requirements
• Seek out and participate in trainings covering both technical skills and personal development

The Essentials - You Will Have:

• Qualification in area of expertise i.e. Electronic Engineering, Computer Science or similar
• 5+ years as a Control System Engineer / Maintenance Engineer with shop floor experience
• This would be the ideal role for someone with a technical background who wants to expand their role into a more customer-facing
• You have the appropriate right to work permissions in the United Kingdom

The Preferred - You Might Also Have:

• Bachelors degree or equivalent in Electronic Engineering, Computer Science or Technical Instruction in similar domain.
• Soft Skills: reliable, able to work remotely and self managed on daily activities

What We Offer:

Our benefits package includes:

• Comprehensive mindfulness programs with a premium membership to Calm
• Volunteer Paid Time off available after 6 months of employment for eligible employees
• Company volunteer and donation matching program - Your volunteer hours or personal cash donations to an eligible charity can be matched with a charitable donation.
• Employee Assistance Program
• Personalized wellbeing programs through our OnTrack program
• On-demand digital course library for professional development

... 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.

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