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About the Role

Lead the customer support function for Rockwell Automation's PavilionX advanced process control and model predictive control solutions. This role is critical to ensuring service quality, customer confidence, and performance for a specialized support offering within Digital Managed Services. You will lead the Pavilion support business, partnering with customers, internal delivery teams, sales, product stakeholders, and leadership to meet support commitments and position the business for continued growth.

Responsibilities

Lead the Pavilion support function, including daily operations, customer engagement, escalation management, and service delivery performance.
Manage business operations for the Pavilion support group, including capacity planning, performance visibility, process improvement, knowledge transfer, and continuity of critical expertise.
Maintain relationships with Pavilion customers, ensuring support commitments are met and customer concerns are addressed with urgency.
Drive renewal and expansion opportunities and partner with sales and account teams to enable new support engagements.
Coordinate with internal product and delivery teams to resolve complex issues and align customer needs with available capabilities.

Requirements

Bachelor's Degree or Equivalent Years of Relevant Work Experience
Legal authorization to work in the U.S. (sponsorship not provided)
Ability to travel to support customer engagements, internal meetings, or business-critical escalations.

Skills

Industrial software
Automation
Advanced process control (APC)
Model predictive control (MPC)
Technical services
Customer-facing support operations
Escalations management
Prioritization
Service delivery
Cross-functional coordination
Technical management
Commercial management
Operational management
Customer engagement
Sales partnership
Delivery partnership
Account management
Customer success partnership
Retention and growth strategies
PavilionX
APC/MPC
Process optimization
Industrial manufacturing applications
Managed services
Software support
Professional services
Customer success
Enterprise software
Industrial technology
Support business operations
Renewals management
Resource planning
Service quality management
Performance metrics analysis
Pipeline support
Customer needs translation
Actionable plan development
Rockwell Automation software
Rockwell Automation services
Rockwell Automation support models
Industrial automation environments

Location

Remote (United States)

Work Type

Remote
Full-time

Experience Level

5+ years of experience leading customer-facing support operations teams

Education Level

Bachelor's Degree or Equivalent Years of Relevant Work Experience

Salary/Compensations

$145,440.00 - $218,160.00 USD Annual
Annual target bonus of 8% of base salary

Benefits

Health Insurance including Medical, Dental and Vision
401k
Paid Time off
Parental and Caregiver Leave
Flexible Work Schedule

About the Company

Rockwell Automation is a global technology leader focused on helping the world’s manufacturers be more productive, sustainable, and agile.
With over 28,000 employees, we are energized problem solvers who take pride in changing the world for the better.
We welcome all makers, forward thinkers, and problem solvers looking for a place to do their best work.

Equal Opportunity

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.