After Sales Technical Support Specialist (f/m/d)

Take your next career step at ABB with a global team that is energizing the transformation of society and industry to achieve a more productive, sustainable future. At ABB, we have the clear goal of driving diversity and inclusion across all dimensions: gender, LGBTQ+, abilities, ethnicity and generations. Together, we are embarking on a journey where each and every one of us, individually and collectively, welcomes and celebrates individual differences.

As an Aftersales Technical Support Specialist, you will join the Global PA PCP (Process Automation – Process Control Platform) Level 3 Support team of product experts. PCP is a backend organization responsible for development, distribution and support of leading-edge process automation products. As a Technical Support Specialist, you are responsible to ABB front end Level 2 support organizations for all aspects of customer issue resolution during system design, acceptance testing, installation, commissioning and long-term operation of installed systems. You will thereby interact closely with local ABB customer responsible project and service organizations as well as other PCP Level 3 organizations, Product Management and R&D with occasional direct end customer contact. Additionally, you will contribute to product quality and product design through interaction in product development projects by addressing quality, maintenance and supportability aspects of our products.

This position reports to

Technical Support Manager

Your responsibilities

• Manage support cases concerning PCP products escalated by ABB front end Level 2 organizations maintaining complete transparency to all parties concerning identified issues, current status and plan for resolution as well as ensure proper case documentation on closure
• Diagnose and Isolate problems through analysis of user problem descriptions, review of log files, remote diagnostics, etc. in order to provide technical expertise to resolve identified issues
• Reproduce identified issues in lab environment in order to either provide proven resolution to caller’s concerns or ability to represent problem to Level 4 R&D organization in order to identify product defects
• Maintain technical competence for responsible products and third-party technologies
• Contribute to knowledge database of known product issues to facilitate sharing of information with other support personnel to aid in future problem solving
• Identify systemic issues and participate in the development of field communications to be released to the public
• Participate in product development projects to help define supportability requirements of new product features and capabilities
• Provide cross training of L3 personnel both in local and other global L3 organizations
• Willing to consult as needed during local non-business hours occasionally

Your background

• Degree in Electrical Engineering, Mechanical Engineering, Computer Science, Computer Engineering, Software Engineering or equivalent
• Professional experience in process automation business with sound knowledge and hands-on experience in servicing, maintaining or commissioning of systems.
• Preferably knowledge in ABB PAPCP products (800xA, Symphony Plus Melody)
• A high level of self-motivation, curiosity and desire to learn about new technologies applying a problem-solving solution-oriented mindset
• Demonstrated sense of ownership and responsibility working both individually and in a team.
• Good English communication skills (both verbal and written)
• Possible requirement for domestic and international travel in specific cases

Benefits

• Retirement plan
• Flexible work practices
• Employee Share Acquisition Plan

More about us

We look forward to receiving your application (documents submitted in English are appreciated). If you want to discover more about ABB, take another look at our website www.abb.com. Work model: hybrid #LI-hybrid ABB is able to offer you an interesting role within a highly motivated team, together with open communication structures. On the basis of a personal, practice-oriented induction programme, you will be given the opportunity to acquire the confidence needed to work independently and self-reliantly within your assigned area. Even after the joining phase, ABB offers a wide range of individual career development opportunities and supports you in realising your career goals with targeted training measures. At ABB you will find an attractive working environment in all phases of life - including policies for sabbaticals and home office, the ABB children's vacation camp and taking care of family members. Interested in joining our team? We are looking forward to receiving your complete application through our online tool. ABB AG Your contact is: ABB PersonalDirekt +49 (0) 621 381 3500 ABB Data Privacy Statement: https://new.abb.com/privacy-notice/candidate