Strategic Support Engineer

Rockwell Automation; Randburg; On-site; ZAR 40,000 - 80,000; Full time

Job summary

An established industry player is seeking a Strategic Support Engineer to enhance the Lifecycle ARR business. This role involves managing Service Level Agreements, resolving technical issues, and expanding services within existing agreements. You will work closely with customers and internal teams, ensuring effective communication and collaboration. Ideal candidates will have a Bachelor's in Electronic Engineering and strong problem-solving skills. Join a forward-thinking company that values innovation and customer success, and make a significant impact on the growth of the business.

Qualifications

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

Responsibilities

• Manage Service Level Agreements for nominated accounts.
• Perform customer evaluations and provide technical assistance.
• Develop relationships and assist with contract renewals.

Skills

Technical Issue Resolution

Customer Relationship Management

Contract Renewal Assistance

Obsolescence Reporting

Education

Bachelor's Degree in Electronic Engineering

Technical Instruction Certification

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 thework 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

Rockwell Automation South Africa is currently seeking the services of a highly competent Strategic Support Engineer. This role will support the profitable growth and development of the Lifecycle ARR business. Principle responsibilities include ensuring that the Service Level Agreement of their 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
• 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 made by this individual will contribute in a vital way to the overall growth of the CSM business and will directly impact revenue.

Further responsibilities :

• Ensure primary skills sets are maintained on designated contract customer specific products
• Provide refresher training on customer sites, to a variety of differently skilled personnel on a variety of product
• Develop good working relationships with customers
• Assist with renewal of contracts, and review all options with the customer
• Work closely with the Customer success managers and sales force to help ensure business opportunities are fully explored
• Attend CSM / sales meetings to enable 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
• Management of 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 as required, including the maintenance of customer records, CSR’s and SVC;s
• Provide technical assistance on site with customer if required
• Be a single point of access to Rockwell Automation for designated customers needs and requirements
• Comply with the ISO9001 Quality Management requirements
• Actively seek out and participate in both formal and informal training and development covering both technical skills and personal development

In addition to the duties and responsibilities listed, the job holder is required to perform other duties assigned by the manager from time to time in relation to the job holder’s skills and abilities

Minimum Qualifications

• Minimum : Qualification in area of expertise i.e. Electronic Engineering
• Bachelors degree or equivalent in Electronic Engineering, Technical Instruction or other technical curriculum.
• Good communication skills, reliable, able to work remotely and self manager on day to day activities

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

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Support Engineer • Randburg, Gauteng, South Africa