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Mayfield Village, Ohio, United States Mayfield Heights, Ohio, United States United States of America Wisconsin (remote) United States of America Ohio (remote) Milwaukee, Wisconsin, United States 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 You will manage a team of Remote Support Engineers who support Rockwell Automation's Process Control products, including PlantPAx, FactoryTalk Batch, and Process Safety. In addition to managerial duties, you will coordinate with their supervisor counterparts and necessary product related departments to schedule training, handle escalations, and prepare for new product releases. You will report to the Manager, Global Remote Support and is based at our Mayfield Village location in Cleveland, OH. What You Will Do Develop, create, and maintain a cross-functional team Work with other leaders to ensure operational consistency 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 Remote Support Engineers through performance coaching, career planning and professional development objectives Foster a strong collaborative environment where all processes and procedures are followed Takes personal responsibility for directing and influencing others to respond and adapt to change 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 Commercial Engineering, Product Management, Sales and Distribution and other stakeholders as necessary Manage a team to attain business objectives and established KPIs Manage individual group performance goals and collaborate with all other support groups to meet the overall business objectives Manage dynamic staffing to meet the cyclic demands of the queues the team's support Ensure that the support staff exhibits the proper techniques and behavior to ensure the customer receives an outstanding support experience Drive continuous improvement in terms of efficiency of support processes, customer satisfaction and the application of tools for monitoring, management and optimization The Essentials- What You Will Have: Bachelor's Degree or Equivalent Years of Relevant Work Experience. Legal authorization to work in the US is required. We will not sponsor individuals for employment visas, now or in the future, for this job opening. The Preferred- You May Also Have: Bachelor degree in Engineering or related discipline Typically requires 1-2 years of experience in a related function Possess an understanding of the "services business" in a high tech environment Customer centric, collaborative, adaptable and innovative Demonstrated leadership abilities and achievement-oriented mindset Excellent commercial and people skills, analytical and problem solving skills, combined with the ability to provide quick resolution to problems Self-initiative, excellent listening skills, and commercial sensitivity Strong verbal and written communication skil