This position acts as the primary technical interface between the Remanufacturing Service function and internal and external customers consisting of the Rockwell Automation Customer Maintenance and Support business Global Customer Call Center and their Rockwell Automation Distributors and product end users. This position shall review and coordinate the resolution of Customer Remanufacturing and Manufacturing orders that are identified as requiring special attention due to product identification issues, special pricing requests, conversions, failure evaluation requests, and other inquiries unique to the Repair Service Industry.
Develop product knowledge base to rapidly identify product model, catalog, and series differences, including product migrations, modifications, and enhancements.
Develop procedures and methodologies designed to improve customer responsiveness by participating in the process mapping of product remanufacturing and legacy product manufacturing order life cycles.
Review and act upon all remanufacturing work orders that are held from processing due to discrepancies beyond the control of Remanufacturing Services. Action shall include research of the discrepancy, interface with internal resources such as Customer Technical Support, Quality Assurance, Test Engineering, and Marketing, and correspondence with Rockwell Automation CSM Global Customer Call Center.
Assist in managing complex customer issues through to completion including multiple engineering function coordination.
Receive and act upon escalated remanufacturing repair expedite requests as received from RA CSM Global Customer Care Center.
Provide follow through for all customer remanufacturing order inquiries and insure timely closure.
Coordinate Root Cause Failure Analysis requests with Customer Quality and assist with this process as required.
Research and prepare responses to special service pricing requests or estimates including assembly and costing of parts lists and labor. Maintain all required records regarding pricing.
Research and prepare responses to renewal parts manufacturing quotation requests including research of bills of material, coordination of material sourcing, manufacturing labor content, and functional testing of finished product.
Generate detailed Remanufacturing order technical notes to document all special action taken in resolving order issues.
Exhibit high level of professional communication skills with all levels of internal and external customers.
Exhibit high level of business ethics and integrity in working with external customers.
Interact with Customer Quality and customers in providing failure analysis reports.
Advise Engineering Manager, Quality Engineering, and department management of any outstanding product issues that require resolution at a team level.
Actively participate in Remanufacturing order flow process improvement teams.
Extensive interaction with the Plant Services branch of the Rockwell Customer Service and Maintenance business and Customer Care in resolving technical issues associated with product remanufacturing service.
Maintain and exemplify the highest standards of ethics, integrity, and professionalism consistent with company policies. Understand and be compliant with departmental procedures that pertain to Service administration and Customer Service.
Prepare and publish departmental metrics including order processing hold volume, customer response time, order issue time to resolution, warranty claim reversal volume and cost recovery, and cycle time to close order expedite requests.
Two years in an electronics service or manufacturing industry.
Working knowledge of electronic service or manufacturing processes.
Ability to read and understand electrical schematics.
Technical writing and oral communication skills.
Knowledge of computer data base and spread sheet programs required.
Customer technical support work experience.
SAP business system knowledge.
Knowledge of industrial product sales, marketing, customer service, and pricing negotiations.
Working knowledge of data gathering and analysis tools, i.e. COGNOS, Microsoft Access, SQL.
LEAN Six Sigma Green Belt certification.
The above statements are intended to describe the general nature and level of work being performed by people assigned to the job. They are not intended to be an all-encompassing list of all responsibilities, duties and skills required of personnel so classified. Reasonable accommodations to essential functions of the job will be made if necessary.
Operations & Engineering Services
Supply Chain and Operations
Mequon - Wisconsin
Rockwell Automation, the world's largest company dedicated to industrial automation, makes its customers more productive and the world more sustainable. Throughout the world, our flagship Allen-Bradley and Rockwell Software product brands are recognized for innovation and excellence.
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.
Rockwell Automation is an Equal Opportunity/Affirmative Action employer.
If you are an individual with a disability and you need assistance or an accommodation during the application process, email our Talent Acquisition representative at RAApplicationsupport@ra.rockwell.com.
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