Rockwell Automation Launches TechConnectIQ Remote Support Platform

Rockwell Automation rolls out modernized support service

Rockwell Automation has introduced TechConnectIQ Support, a digitally-enabled remote assistance platform designed to help manufacturers minimize downtime and accelerate issue resolution across industrial automation systems. The service launched August 27, 2026, for single-site contract customers in North America, with expansion to additional regions planned for 2027.

The platform provides maintenance, engineering, and operations teams with 24/7/365 access to Rockwell technical support engineers who assist with installation, configuration, troubleshooting, and issue resolution. The service aims to reduce reliance on on-site field visits while improving access to technical knowledge and system updates.

AI and augmented reality enhance troubleshooting

TechConnectIQ incorporates several AI-enabled capabilities to support remote diagnostics and maintenance. The platform includes federated search functionality, augmented reality guidance for complex procedures, and instructional videos to help teams execute repairs and configurations more consistently.

Customers access these resources through web-based tools that enable real-time connections with specialists, scheduled callbacks, and live support sessions. The myRockwellAutomation TechConnect hub provides improved visibility into installed equipment bases and support history, giving teams centralized access to asset information and previous service records.

Three-tier structure consolidates coverage

The service offers a simplified support structure with three tiers—Basic, Standard, and Professional—that consolidate hardware and software coverage under unified contracts. This replaces a more fragmented approach and aims to streamline how manufacturers manage their support agreements.

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

Why it matters

As manufacturing facilities grow more complex and skilled maintenance workers become harder to recruit and retain, remote support capabilities have shifted from convenience to necessity. TechConnectIQ represents an industrial automation vendor's response to persistent workforce gaps—using digital tools and AI to extend the reach of scarce technical expertise. For manufacturers operating lean teams across multiple shifts, the ability to access specialist knowledge remotely and resolve issues without waiting for on-site visits directly impacts production uptime and operational costs.

Building on two decades of remote support

Bill Prather, lead product manager for production optimization at Rockwell Automation, noted that TechConnectIQ builds on the company's existing TechConnect service, which has been in operation for more than 20 years. The modernization reflects customer feedback about current operational needs while maintaining the reliability manufacturers expect from the platform.

Rockwell Automation, headquartered in Milwaukee, Wisconsin, employs approximately 26,000 people across more than 100 countries as of fiscal year-end 2025. The company focuses on industrial automation and digital transformation solutions.

These details were first reported by Rockwell Automation in an August 27, 2026 announcement.