Rockwell Automation Launches TechConnectIQ Remote Support Platform

Rockwell Automation unveils AI-enhanced remote support service

Rockwell Automation has introduced TechConnectIQ Support, a remote technical assistance platform that combines artificial intelligence capabilities with round-the-clock access to human experts. The service targets a growing challenge in manufacturing: maintaining complex automation systems while technical staff becomes harder to find and retain.

The platform is now available to single-site contract customers in North America, with plans to expand to additional regions in 2027. It provides continuous access to Rockwell's technical support engineers who assist with installation, configuration, troubleshooting, and issue resolution across industrial automation systems.

Why it matters

Manufacturers face mounting pressure to maintain uptime with leaner technical teams. Remote support platforms like TechConnectIQ represent a shift in how industrial companies access expertise—moving from primarily on-site visits to digital-first assistance that can resolve issues faster and at lower cost. For automation vendors, these services also create recurring revenue streams while deepening customer relationships through data visibility and predictive insights.

Core capabilities and service tiers

TechConnectIQ consolidates hardware and software support into three tiers: Basic, Standard, and Professional. The platform centers on a web-based hub called myRockwellAutomation TechConnect, which gives customers visibility into their installed equipment base and support history.

The service includes several AI-powered tools designed to help maintenance teams work independently before escalating to human experts. These include federated search across Rockwell's knowledge base, augmented reality guidance for equipment repairs, and instructional videos. When human assistance is needed, customers can schedule callbacks or access live support through web-based tools.

"Manufacturers are being asked to do more with fewer resources and support needs to keep pace," said Matt Fordenwalt, senior vice president of Lifecycle Services at Rockwell Automation. "TechConnectIQ brings together our expertise and AI capabilities to help customers stay productive when on-site resources are limited."

Building on two decades of remote support

The new platform succeeds Rockwell's existing TechConnect service, which has been in operation for more than 20 years. According to Bill Prather, lead product manager for production optimization at Rockwell Automation, the company designed TechConnectIQ based on direct customer feedback about their current needs.

By reducing the frequency of on-site field visits, the service aims to lower resolution times and help engineering and operations teams respond more efficiently to production challenges. The data visibility features also give manufacturers better insight into their automation infrastructure, potentially enabling more proactive maintenance strategies.

Rockwell Automation, headquartered in Milwaukee, Wisconsin, employs approximately 26,000 people across more than 100 countries and positions itself as the world's largest company focused exclusively on industrial automation and digital transformation.

These details were first reported by Perishable News.