Team Lead/Support Manager- Field

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

Position Title- Team Lead/Support Manager- Field

Location- Vadodara or Mumbai

Role- This role is for team lead field support position who will be responsible for managing Customer support in west region include Maharstra, Goa, Gujarat & MP.. As a team lead role, one should manage the team of experience Field support Engineers, Customer escalation, Contract execution and ensure billing, execution of upgrade/modernization projects.

Field support Engineers are responsible for supporting Customer for AMC, Callout , Emergency support, Commissioning support & upgrade projects.

You will be report to regional Solution & Service Lead and will be based out Mumbai or Vadodara.

You will report to SOLUTIONS & SERVICES BUSINESS LEAD.

Your Responsibilities:

• Team Management & Customer Support

o Team Performance Management

o Team utilization

o Performance Tracking and Reporting and Analytics:

o Customer Service & Issue Resolution

o Process Improvement

o Collaboration & Effective Communication Internal & External Customer

o Team Building and Motivation & Conflict Resolution

o Training and Development

o Policy and Procedure Implementation

• Contracts Execution

o Contract Management

o Service Level Agreement (SLA) Compliance

o Contract Performance Tracking

o Contract Documentation & Review

o Contract Renewals and Upselling support.

o Customer Satisfaction and Retention

o Contract Billing Management

o Invoice Delivery and Communication

• Project Execution/Delivery

o Resource Allocation

o Customer Requirements Analysis

o Performance Metrics and Reporting

o Collaboration with Cross‐Functional Teams

o Continuous Improvement

o Risk Mitigation

o Customer Communication

o Deliver project as per time line.

The Essentials - You Will Have:

• Candidate should have good basis technical knowledge,
• Good Communication skills
• Team management Skills
• Customer Handling skills

Travel Requirement

• Travel requirements may vary depending on the specific nature of tasks. You may be required to travel to client sites to build relationships, understand their needs, and address any support or maintenance issues directly. This could involve periodic visits to key clients or as‐needed visits to resolve critical issues.

You might be required to travel to meet with vendors or partners. These meetings can involve performance reviews, or joint planning sessions

The Preferred - You Might Also Have:

• 4-5 Year experience of team handling.
• Minimum 8-10 Year total work experience

What We Offer:

Our benefits package includes …

• Comprehensive mindfulness programs with a premium membership to Calm
• 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.

Working Environment – Hybrid & On site

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