Rockwell Automation, the world's largest company dedicated to industrial automation, employs about 22,000 individuals globally, makes its customers more productive and the world more sustainable. When you choose Rockwell Automation, you join 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. 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.
Position is responsible for the leadership of all regional Process Excellence, Customer Experience Strategy and Business Intelligence activities for the Customer Care Organization in the LATAM region. The role supports the implementation of the regional and global strategy required to achieve the standards for a high performing organization and increased customer loyalty. The key to the success of this role is seamless working relationships and stakeholder management with the business process owners (Sales, Business Units, Quality, Finance, Human Resources and Supply Chain) and Customer Care. This position works closely with global process owners, global process excellence managers and regional managers of Customer Care in the execution of organizational, operational and process transformation to support Rockwell Automation, distributors and customers to create a more seamless customer experience. Some of the tools leveraged to create these seamless experience are SAP ECC, SAP CRM, Verint, Finesse, Aceyus, Microsoft Dynamics, SharePoint, Business Objects, InvoiceWare, and Esker
Ability to influence others at various levels of the organization and across cultural and departmental boundaries, excellent communication skills (both verbal and written)
Superior collaboration and negotiation skills with the ability to drive results and successfully manage through adversity as well as ambiguity.
A big-picture perspective with the ability to see how distinct pieces fit together and contribute to the achievement of broader organizational goals
Ability to manage virtual teams leveraging tools and technology to drive efficiencies and improved customer experience.
Proficient in Process Management: simplifies/identifies opportunities for synergy in people, process, and technology.
Excellent change management skills with demonstrated results of major change endeavors
Strong analytical and decision making abilities, demonstrated project management skills, and ability to build effective teams.
Proven track record of meeting deadlines and showing bottom line results.
Knows how to leverage resources both inside and outside of the organization to create the best possible solution for the customer.
Ability to quickly read people and a situation to determine how and when to use a stronger or a lighter touch.
A natural leader and self-starter who inspires others to give their best
Demonstrates principled leadership and sound business ethics. Inspires trust and confidence
Capable of developing business strategies consistent with Rockwell Automation's industry and customer centric focus that position the organization to increase its competitive position while improving Customer Care's valueadd to Rockwell Automation as a whole.
BS/BA in a business or engineering field is required.
Broad experience within the Order to Cash and Issue to Resolution processes and working knowledge of key integration points.
Minimum of five years of senior business experience. Demonstrated leadership skills in service organizations required. Demonstrated ability to understand customer service, lead, motivate and energize organizations in transition is required.
Minimum of 3 years experience leading others and managing a team of direct reports or the equivalent experience
SAP ECC & SAP CRM experience is required.
Fluent (Verbal and Written) in English and Spanish. Portuguese Preferred
Approximately 30% International travel is required.
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 growt...h – 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.