About the role
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 Transition Processes & Delivers highest level of service quality to our internal & external customers in a timely manner Perform Process transition ensuring low effort experience for all stake holders Create Process flow charts , Standard processes operating instructions Define & agreed SLA , TAT of all newly transition processes Own and manage customer experience by providing faster resolution, effortless experience, and better customer connect Demonstrate influential communication skills in a multi-channel contact environment (phone, email, chat, service tickets) Resolve various issues regarding pre-sales, post-sales or order-tracking support by demonstrating active listening, ownership/initiative, and organization skills Assures change management practices are followed, including communication, training, documentation development, etc. Reduces customer efforts and enhances productivity via process improvements Identifies areas for continuous improvement in existing processes to reduce customer effort, and aligns improvement projects to close shortfalls. Drive the continuous process improvement, and control initiatives. Drives the development and enhancement of measurement and analytical methodologies. Analyzes data to identify root cause problems from repetitive calls/issues, and make suggestions for next-issue avoidance. Identifies & Promotes opportunities for Automation Improves process maturity of Channel Partners (applicable for APCC Group) Establish close partnership with our distributors and learn their operations by visiting / performing your role at their offices. Support In country teams to actively promote utilization of appropriate tools, such as Ecomm & WebUI, that enable effective service delivery by distributor resources Support In country to Coach & guide channel partners to adopt continuous improvement in their processes that would ultimately improve the quality of service to customers by providing relevant inputs to enhance/optimize the processes Enhances competency level in a planned manner Keep abreast with the continuing changes within the company, and excel in specific business systems and IT applications Undertake specific knowledge enhancement activities that will make you skilled at multitasking, prioritizing and communicating with impact & influence, to ensure high levels of customer satisfaction Drives the development and enhancement of measurement and analytical methodologies. Assures change management practices are followed, including communication, training, documentation development, etc Publish timely dashboards 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. Rockwell Automation, Inc. (NYSE: ROK), is a global leader in industrial automation and digital transformation. We connect the imaginations of people with the potential of technology to expand what is humanly possible, making the world more productive and more sustainable. Headquartered in Milwaukee, Wisconsin, Rockwell Automation employs approximately 28,000 problem solvers dedicated to our customers in more than 100 countries. To learn more about how we are bringing the Connected Enterprise to life across industrial enterprises, visit www.rockwellautomation.com. 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!