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

Rockwell Automation's CustomerFirst ACE logs, addresses, and resolves each customer complaint according to formal procedures. The ACE facilitates communication among teams and maintains accountability to enhance customer satisfaction and loyalty.

The ACE monitors complaints submitted through an online form, email, or phone. It verifies details and logs them in an incident management system, confirming they qualify as CustomerFirst complaints rather than routine support tickets.

Resolution initiation and team coordination: After logging, the ACE assigns a Complaint Owner and schedules meetings with relevant experts and sales or customer success representatives to establish action plans and timelines.

Ongoing communication and progress tracking: The ACE is the communication hub, providing regular updates to company partners and customers, tracking milestones in the incident system, and escalating issues.

Complaint closure and feedback: Once resolved, the ACE confirms customer satisfaction before closing the case, documents outcomes, and sends follow-up surveys to gather feedback, re-engaging if necessary to ensure complete resolution and continuous improvement.

Impact on Customer Satisfaction & Loyalty: By swiftly addressing and resolving problems, ACEs help restore customer confidence. Resolving complaints gives Rockwell a chance to “recover and retain an unhappy customer” – a critical driver of loyalty. The ACE's role in managing the CustomerFirst process transforms "at-risk" customer relationships into ones. This transformation occurs through diligent coordination, communication, and follow-up. By doing so, the ACE expresses to customers that Rockwell Automation stands firmly behind our products and will to address their concerns.

You will report to the Customer Service Management and have a hybrid schedule working in Noida.

Key Responsibilities:

• Oversee the customer experience: Act as the central liaison for complaints, ensuring issues are addressed promptly.
• Collaborate throughout the company: Engage with sales teams, customers, and company partners to understand issues and desired outcomes.
• Lead root cause analysis: Partner with regional and global teams to ensure they investigate problems, identify root causes, and implement corrective actions.
• Improve accountability: Know who to involve and when, motivating and coaching teams to quickly.
• Experience assisting customers through chat and email support: Develop clear action plans, track progress, and provide regular updates to team members at all levels of the organization.
• Innovate solutions: Resolve multiple issues using creative approaches that enhance customer trust and loyalty.

The Essentials - You Will Have:

• Bachelor's degree in Business, Engineering, Supply Chain, or related field (or equivalent experience).

• Minimum 3–5 years in customer service, account management, or complaint resolution roles.
• 3+ years of experience working in a global or regional environment within India.

Technical Skills:

• Experience with customer service processes and escalation management.
• Familiarity with CRM systems and Microsoft Office Suite.

Language Skills:

• Fluency in English; additional languages.

The Preferred - You Might Also Have:

• Industrial automation or manufacturing sectors background.
• Knowledge of Rockwell Automation products and solutions.
• Certifications in Customer Experience Management or Quality Management (e.g., Six Sigma).
• Experience driving process improvements and customer satisfaction programs

What We Offer:

Our benefits package includes …

• Comprehensive mindfulness programs with a premium membership to Calm
• Volunteer Paid Time off available after 6 months of employment for eligible employees
• Company volunteer and donation matching program – Your volunteer hours or personal cash donations to an eligible charity can be matched with a charitable donation.
• Employee Assistance Program
• Personalized wellbeing programs through our OnTrack program
• On-demand digital course library for professional development

... and other local benefits!

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 or #LI-AE1

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.