Escalation Manager - PLEX

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

Rockwell Automation 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 sustainable. Headquartered in Milwaukee, Wisconsin, we employ over 26,000 problem solvers dedicated to our customers in more than 100 countries.

We are looking for an Escalation Manager that will be a critical part of our Plex support services organization. You will work closely with the relevant cross-functional teams throughout the organization and across the globe - turning our most challenging customer crises into some of our greatest successes.

You will report to the Vice President of Support Services.

For the right candidate, this role can be worked remotely from any location in the United States, however, if the candidate is located within a commutable distance to a Rockwell Automation office location, the work would be aligned to our hybrid work policy.

• Engage with customers in times of crisis to reassure them that we will help them achieve their goals.
• Enjoy solving complex issues through collaboration with cross-functional teams
• You are both the voice of the customer inside Plex/Rockwell Automation but also will represent Plex/Rockwell Automation in front of our customers (sometimes up to C-level).
• Drive prioritized, well-maintained action plans to overcome situations which could become (or already are) escalated to Plex support services leadership and executives
• Quickly collect, review and understand all information related to a customer escalation at a high level to define the right escalation level and resources needed to move forward.

• Bachelor's Degree.
• Legal authorization to work in the country of job posting is required.

• 5+ years of experience within Customer Success, Escalations, or Technical Account Management.
• 5+ years of Project Management experience.
• Prior experience as a Team Leader or Manager of a Technical Support team.
• Experience with SaaS, ERP or MES help desk environments.

• Health Insurance including Medical, Dental and Vision
• 401k
• Paid Time off
• Parental and Caregiver Leave
• Flexible Work Schedule where you will work with your manager to enjoy a work schedule that can be flexible with your personal life.
• To learn more about our benefits package, please visit at www.raquickfind.com.

We are committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender, gender identity or expression, or veteran status. We are proud to be an equal opportunity workplace.

At Rockwell Automation we are dedicated to building a diverse, inclusive and authentic workplace, so if you're excited about this role but your experience doesn't align perfectly with every qualification in the job description, we encourage you to apply anyway. You may be just the right person for this or other roles.

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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) 404-7247.