Strategic Support Engineer

Rockwell Automation; Gauteng; On-site; ZAR 450,000 - 650,000; Full time

Job summary

Rockwell Automation South Africa is seeking a Strategic Support Engineer to enhance the Lifecycle ARR business. The role involves managing customer accounts, resolving technical issues, and fostering relationships to drive growth and revenue. Ideal candidates should have a Bachelor's degree in Electronic Engineering and strong communication skills.

Qualifications

• Qualifications in Electronic Engineering or equivalent.
• Good communication skills and ability to work remotely.

Responsibilities

• Manage Service Level Agreements and customer evaluations.
• Provide technical assistance and maintain customer relationships.
• Assist with contract renewals and explore business opportunities.

Skills

Communication

Reliability

Self-management

Education

Bachelor's degree in Electronic Engineering

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.

If that sounds like you, we would love to have you join us!

Job Description

Rockwell Automation South Africa is currently seeking a highly competent Strategic Support Engineer.

This role will support the profitable growth and development of the Lifecycle ARR business.

1. Ensure that the Service Level Agreement of their nominated accounts are managed effectively, which includes:

• Performing and maintaining customers' installed base evaluations
• Obsolescence reporting and migration management
• Resolution of technical issues
• Expansion of existing services within current agreements
• 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 individual’s contributions will significantly impact the growth of the CSM business and revenue.

Additional responsibilities include:

• Maintaining primary skill sets on designated contract customer-specific products
• Providing refresher training on customer sites to personnel of varying skill levels
• Developing good working relationships with customers
• Assisting with contract renewals and reviewing options with customers
• Working closely with Customer Success Managers and sales teams to explore business opportunities
• Attending CSM/sales meetings to foster collaboration and promote Asset Management services
• Performing site surveys for prospective new customers and promoting contact during visits
• Managing own schedule to ensure regular customer visits and follow-up work
• Handling administrative tasks such as maintaining customer records, CSR's, and SVCs
• Providing on-site technical assistance to customers if required
• Serving as a single point of contact for designated customer needs
• Complying with ISO Quality Management requirements
• Participating in training and development activities for technical and personal growth
• Performing other duties as assigned by the manager, aligned with skills and abilities

Minimum Qualifications

Qualifications in the area of expertise such as:

• Electronic Engineering
• Bachelor's degree or equivalent in Electronic Engineering, Technical Instruction, or other technical curricula

Additional requirements include good communication skills, reliability, ability to work remotely, and self-management of daily activities.

Candidates must possess the appropriate right to work permissions in South Africa.