Pavilion Support's mission is to support and maintain the install base of advanced analytics solutions at their optimal conditions so that these systems continue generating value for our customers by improving product quality, production capacity and energy usage. Our solutions have been installed for a variety of process industry customers, such as Polymer, Food and Beverage, Cement, Mining, Oil and Gas, etc. Our solutions are marinated by team of Support Engineers with a unique blend of experiences, control, process and systems engineering.
The Role:
As an Advanced Analytics Support Manager, you will manage and mentor a team of application Support Engineers which supports and maintains Rockwell Automation's model predictive control and advanced analytics products and solutions for optimizing customers' manufacturing processes.
Responsibilities:
Support
Ownership of Support project activities (discussions, performance of work, documentation, etc.) including Support project deliverables as required.
Ownership of quality and benefits achieved via Support contracts (by self or delegated to direct reports.)
Identification to PM of customer satisfaction and benefits achieved through Support projects to drive contract renewals.
Assist PM in the preparation for monthly financial reviews of projects by providing information related to cost performance against plan, any performance guaranty status, etc.
Review the Support contract offerings on a yearly basis to ascertain that they provide value to our customers, remain competitive and profitable.
Manage Product Issue reporting
Coordinate communication with global supported customers
Coordinate global Support inquiries
Coordinate Support customers' licensing agreement management and renewals
Management
Ownership of staffing technical personnel to projects to maximize overall Support robustness and department margin.
Professional development of direct reports so they may be assigned projects to achieve billable targets.
Formal performance management reviews per Rockwell's performance and development review (PADR) process.
Salary and annual employee incentive pay (AEIP) administration for direct reports
Delivery
Work with Regional Delivery Managers on common goals' development and implementation
Work with Delivery PM and Support PM to drive formal transition / hand off from Delivery to Support for customers with Support contracts
Sales
Develop and approve Support proposal estimates (hours, parts, trips, etc.) to match Support scopes.
Support the PM (Project Manager) project costing process.
Support the Sales project pricing process (e.g. discussion of Support contract value, benefits, etc.)
Participate in sales closure activities
Seek out areas for business growth
In partnership with Sales, strategize increasing Support footprint among Pavilion and Advance Analytics customers
Metrics
Employee & Customer satisfaction ratings
Build out of best practices
Margin of assigned project portfolio
MINIMUM QUALIFICATIONS
Bachelor of Science degree in Engineering
Ability to travel up to 10-15%.
DESIRED QUALIFICATIONS
Bachelor's or Master's degree in Business Administration
3 years' industrial automation / process control experience
3 years' engineering services management experience in a consulting environment
Microsoft Office suite knowledge
Continuous manufacturing experience in a plant environment
Advance Analytics and model predictive control experience
Microsoft Office suite advance knowledge
Engineering services sales experience in a consulting environment
Project Management Professional (PMP) certification
For further information on our products and services, see:
We are an Equal Opportunity Employer including disability and veterans.
If you are an individual with a disability and you need assistance or a reasonable accommodation during the application process, please contact our services team at +1 (844) 404-7427.
Internal Number: R21-1637
About Rockwell Automation
When you choose Rockwell Automation, you join countless talented employees who have helped us establish our leadership position in the automation industry over the past century.
You join a diverse, inclusive and global community with a passion for innovation. A place where you can partner with great minds and inspiring people. And a corporation backed by the financial strength that drives growth – and career opportunities.
As much as we focus on our customers, we know our employees are key to our success and future. Helping you develop a rewarding career is a top priority. Because when you succeed, we succeed.
