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Rockwell Automation is a global technology leader dedicated to empowering the world's manufacturers to be more productive, sustainable, and agile. With a team of over 28,000 employees who strive to make a positive impact 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 passionate problem solvers who 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. If that's you, we'd love to have you join our team.

Key Responsibilities

  • Ensure customer satisfaction on all issues resulting from customer quality concerns and address any gaps in quality-related processes.
  • Coordinate quality issues that span multiple departments and multiple sales regions.
  • Project manage multiple open issues at a time while ensuring all issues are updated, action plans are summarized, issue resolution is on track, and communication is handled appropriately.
  • Lead communication to partners.
  • Work on assigned strategically important accounts within the region as a single point of contact for quality issues.
  • Collaborate with multiple responsibilities to lead issue resolution. Coordinate activities of other employees and provide timely follow-up.
  • Provide continual education and instruction to field sales and distributors in proper application of quality-related issue resolution processes and procedures.
  • Experience in applying quality tools (8D, Ishikawa, process map, etc.) to solve complex items.
  • Pursue tasks and develop timely actions.
  • Focus on prevention, timely issue resolution, and contributing to the team.
  • An experienced professional with a full understanding of the area of specialization; resolves a wide range of customer quality issues. Demonstrating in selecting methods and techniques for obtaining solutions.

Experience and Education Requirements

  • Bachelor's degree in an Engineering or Business discipline, or equivalent degree or education.
  • At least 5 years of experience developing corrective action plans and guiding issues to resolution.
  • Proven effective communication both internal and customer-facing.
  • Increase results with the team within a complex matrix organization.
  • Strong analytical and problem-solving skills to guide issue resolution and quality performance.
  • Customer interface experience: experience with customers, sales, and distributors is preferred.
  • Project Management, Lean, and Jira knowledge would be an advantage.

Competencies, Management, Scope

  • Good time management and activity prioritization skills to address issues based on urgency and improvement.
  • Complaint management and issue escalation handling to specialist Issue to Resolution teams.
  • Receives assignments in the form of goals and determines the process by which to meet goals.
  • Normally receives little instruction on day-to-day work, will generally receive instructions on new assignments.

Traits, Drives, Interactions

  • Strong interpersonal skills supported by good written & verbal communication skills.
  • Confidence to work with senior leadership levels both internally and with customers.
  • Adept at adopting a critical thinking methodology to understand and problem-solve issues.
  • Accepts to occasionally work outside of normal working hours in order to manage interaction with global teams and customers.
  • Prepared to make quick and effective decisions in line with role delegation of authority level.
  • Frequently interacts with peers and customers to gain cooperation of others or conduct presentations of technical information/project activities. Networks with senior internal/external personnel in own area of expertise.
  • Willing to expand knowledge, develop, and adapt to an evolving environment.
  • Be willing to compare ourselves to the best.
  • Have a steady stream of fresh ideas.
  • Clear communicator with a strong appreciation of business and relationship possible effects of actions undertaken.

Travel

  • Must be available for occasional travel, mostly within the region of responsibility (Around 10-20%).
  • Required driver's license.