Rockwell Automation has launched TechConnectIQ Support, a new remote support service designed to help manufacturers reduce equipment downtime, resolve technical issues faster and simplify software and firmware updates.CThe new service is aimed at maintenance, engineering and operations teams working in increasingly complex manufacturing environments where access to on-site technical specialists can be limited. TechConnectIQ brings together Rockwell Automation’s technical expertise and digital support tools to provide customers with faster access to assistance when problems occur.
TechConnectIQ Support is currently available to single-site contract customers in North America, with expansion to additional regions planned for 2027. The service operates 24 hours a day, 365 days a year, with Rockwell technical support engineers assisting customers with installation, configuration, troubleshooting and issue resolution across industrial automation systems. The remote support model can also reduce the need for on-site service visits, helping manufacturers address issues without waiting for specialists to travel to their facilities.
Matt Fordenwalt, Senior Vice President, Lifecycle Services, Rockwell Automation, said manufacturers are facing increasing pressure to maintain productivity with fewer resources. “TechConnectIQ brings together our expertise and AI capabilities to help customers stay productive when on-site resources are limited,”Mr Fordenwalt said.
The service provides real-time access to technical specialists through web-based tools, including scheduled callbacks and live support. Customers can also access information through the myRockwellAutomation TechConnect hub, which provides visibility into installed equipment and support history.
TechConnectIQ also simplifies the support structure by bringing hardware and software coverage together under three support levels: Basic, Standard and Professional. AI-enabled tools are another part of the service. These include federated search, augmented reality guidance and instructional videos that can assist maintenance teams with troubleshooting and remote support activities.
Bill Prather, Lead Product Manager for Production Optimization, Rockwell Automation, said TechConnectIQ builds on more than two decades of the company’s TechConnect support service. “For more than 20 years, customers have relied on Rockwell’s TechConnect service to keep their operations running. TechConnectIQ builds on that trusted foundation and reflects what customers told us they need today,” Mr Prather said. Rockwell Automation said the new service is intended to give manufacturers a more accessible and connected way to obtain technical assistance while improving the management of industrial automation systems.
Rockwell Automation is a global industrial automation and digital transformation company headquartered in Milwaukee, Wisconsin. The company employs approximately 26,000 people and serves customers in more than 100 countries. Its portfolio combines industrial automation technologies, software and digital solutions aimed at improving productivity and sustainability across manufacturing operations.
