The Customer Experience Manager provides a critical interface between the Engineered-to-Order Product businesses and the global customer installed base. The role formulates strategic initiatives to drive improvements that impact Customer Loyalty. They will be responsible for providing guidance and leadership to regional (Latin America, Europe, Middle East & Africa, Asia Pacific) Customer Experience personnel.
On a day-to-day basis, the Customer Experience Manager will evaluate and implement process improvements between our global customers and Rockwell Automation customer support functions (Technical Support, Project Management/Application Engineering, Field Services, Account Managers, Distributors, Quality, etc.). The role will assess the technical and commercial criticality of process improvements, and facilitate the resolution of complex and critical issues in a timely manner to the satisfaction of customers.
Execute the Rockwell Customer Complaint process within the Engineered-to-Order businesses by monitoring applicable formal customer complaints, and ensuring each issue has an owner, and that the issue is managed and resolved in a timely manner to the satisfaction of customers
Lead and manage the Issue-to-Resolution process for the Engineered-to-Order businesses ensuring critical customer complaints and commercial concerns are escalated to a cross-functional group of resources in support of a resolution.
Working closely with Quality, ensure that corrective actions based on customer issues are addressed through existing quality systems
Travel to customer sites to participate in discussions with executives regarding product and process quality and act as the technical and commercial face of the Medium Voltage and Low Voltage MCC Business in those discussions.
Is the first point of contact for issues related to business concessions, ensuring we are satisfying our customers while responsibly managing our fiscal performance.
Responsible to review the annual Customer Loyalty survey related to the Engineered-to-Order businesses, and to closely work with Six Sigma and business teams to develop annual Customer Loyalty improvement projects, and track those projects to completion
EOE, M/F/Disable, Vet #LI-MW2
Internal Number: 2650764
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.