It Service Delivery Supervisor – Managed Services

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 Summary In this role the MSS Supervisor will directly manage a team of Engineers who support a variety of Rockwell Automation hardware and software and specifically Azure AWS stack IT OT Databases In addition to supervisory duties this role will coordinate with the necessary product related departments to schedule training handle escalations and prepare for new product releases This role reports to the SENIOR SOLUTION ARCHITECT Your Responsibilities Develop create and maintain a cross-functional team responsible for supporting assigned Rockwell products Manage daily logistics for the team including scheduling Identify or lead and support process changes to enhance the support experience for the customer and or improve internal productivity for the business Develop and motivate a team of Support engineers through performance coaching career planning and professional development objectives Foster a strong collaborative environment where all processes and procedures are followed Directing and influencing others to respond and effectively communicate change initiatives to direct reports Follow up with unsatisfied customers to ensure issues are resolved and the customers are satisfied Facilitate customer resolution for escalated calls by engaging with appropriate stakeholders as necessary Manage a team to attain business objectives and established KPIs Ensure that the support staff exhibits the proper techniques and behavior to ensure the customer receives an outstanding support experience Work with other supervisors and managers to ensure operational consistency and to meet overall business performance goals Drive continuous improvement in terms of efficiency of support processes customer satisfaction and the application of tools for monitoring management and optimization The Essentials - You will have Bachelor s degree or equivalent degree managerial experience Minimum of 2 years of management experience Legal authorization to work in the region as required The Preferred - you might also have Possess an understanding of the services business in a high-tech environment Embraces Rockwell culture of inclusion diversity engagement Excellent commercial analytical and problem-solving skills combined with the ability to provide quick resolution to problems High level basic knowledge familiarity of Azure AWS IIOT and Infrastructure setup Minimum 2-3 years experience in a related function is required technical call center preferred Self-initiative and commercial sensitivity Responsiveness customer-centric mindset collaborative technical engineering expertise Ability to interpret information gathered by tools and act upon it Demonstrate vision creativity and willingness to travel as needed 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 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 LI-Hybrid LI-FR1 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