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 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. And if that’s you we would love to have you join us!

Job Description

Report Manager- Team Lead

Transition Processes & Delivers highest level of service quality to our internal & external customers promptly

Perform Process transition ensuring low effort experience for all

Create Process flow charts, Standard processes operating instructions

Define & agreed Service level agreement, TAT of all newly transition processes

Manage customer experience by providing faster resolution, effortless experience, and better customer connect

Demonstrate in a multi-channel contact environment (phone, email, chat, service tickets)

Resolve several issues regarding pre-sales, post-sales or order-tracking support by demonstrating, ownership/initiative, and

Assure change management practices are followed, including communication, training, documentation development.

Reduce customer efforts and enhance productivity at process improvements

Identify areas for continuous improvement in existing processes to reduce customer effort and align improvement projects to close shortfalls.

The process improvement, and control programmers.

Drive the development of measurement methodologies.

Analyze data to identify cause problems from repetitive calls/issues, and make suggestions for next-issue avoidance.

Identifies opportunities for Automation

Improve process of Channel Partners (applicable for APCC Group)

Establish close partnership with our distributors and learn their operations by visiting / performing your role at their offices.

Support In country teams to promote use of tools, such as Ecomm & Web UI, that allow service delivery by distributor resources

Support In country to Coach & guide channel partners to adopt continuous improvement in their processes that would improve the quality of service to customers by providing relevant inputs to enhance/ the processes

Enhance competency level

Stay informed about the continuing changes within the company, and excel in specific business systems and IT applications

Undertake specific knowledge enhancement activities to make you at with impact and influence, to ensure high levels of customer satisfaction

Drive the enhancement of measurement methodologies.

Assure change management practices are followed, including communication, training, documentation development, etc.

Publish dashboards.

Benefits:

• The ability to collaborate with, learn from colleagues in a complex, global organisation.
• We provide a working environment with a creative company, paired with a great compensation package, great benefits, and a supportive atmosphere where you can sharpen with new challenges and development opportunities.
• Hybrid work-from-home and at a determined Rockwell Automation facility.
• Corporate Social Responsibility opportunities,
• Support from our 24/7 employee assistance program.

Primary work location: Chennai, India.

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.

#LI-Hybrid

#LI-NC2

Rockwell Automation’s hybrid policy aligns that employees are expected to work at a Rockwell location at least Mondays, Tuesdays, and Thursdays unless they have a business obligation out of the office.