Rockwell Automation’s expanded support experience is reported to help manufacturers resolve issues faster.
MILWAUKEE—Known for its dedication to digital transformation, the industrial automation company Rockwell Automation, Inc., recently launched what it described as “a modernized remote support experience designed to help manufacturers reduce downtime, speed time to resolution, and simplify software and firmware updates.”
As manufacturing environments become more complex and on-site experts harder to staff, Rockwell TechConnectIQ℠ Support is reported to make it easier for maintenance, engineering, and operations teams to get the help they need when issues arise. The new experience provides faster access to Rockwell’s technical expertise and digital resources, helping teams stay productive and respond more effectively to challenges, according to a release from Rockwell Automation.
Rockwell Automation recently launched TechConnectIQ, a modernized remote support experience designed to help manufacturers reduce downtime, speed time to resolution, and simplify software and firmware updates. (Photo: Rockwell Automation/PRNewswire)
The company said TechConnectIQ Support is available for single-site contract customers in North America, with additional regions planned for 2027. Rockwell’s technical support engineers, available 24x7x365, assist with installation, configuration, troubleshooting, and issue resolution across industrial automation systems. The service is also said to reduce the need for on-site field visits and helps teams work more efficiently through improved access to knowledge and updates.
“Manufacturers are being asked to do more with fewer resources, and support needs to keep pace,” said Matt Fordenwalt, senior vice president, Lifecycle Services, at Rockwell Automation, in the release. “TechConnectIQ brings together our expertise and AI capabilities to help customers stay productive when on-site resources are limited.”
Key benefits of the new offering include real-time access to specialists through web-based tools, with scheduled callbacks and live support. Improved data visibility, via the myRockwellAutomation TechConnect hub, includes installed base and support history.
The offering also includes a simplified support structure with consolidated hardware and software coverage and three support tiers: Basic, Standard, and Professional. In addition, AI-support tools include federated search, augmented reality guidance, and instructional videos to assist with maintenance and remote support tasks
“For more than 20 years, customers have relied on Rockwell’s TechConnect service to keep their operations running,” said Bill Prather, lead product manager for production optimization at Rockwell Automation, in the release. “TechConnectIQ builds on that trusted foundation and reflects what customers told us they need today. We modernized the experience while maintaining the reliability they expect from Rockwell.”