Principal Technical Support Engineer

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You will be working as Principal Technical Support Engineer and will be the part of Electrification business area for Services division based in Longmeadow, South Africa. In this role you will be reporting to Nikola Stojanovic and will be responsible to provide technical assistance to internal and external customers and ensure timely and cost-effective support in accordance with standard processes, procedures and safety guidelines

Your responsibilities

• Applying safety rules and safe practices as well as environmental responsibilities, reporting unsafe practices, behaviors and incidents
• Contributing to customer satisfaction by executing support work according to customer expectation (and order)
• Having understanding of sense of urgency and care in the direct area of responsibility and knows how to communicate this to customers and ensuring customer retention by delivering superior customer experiences
• Supporting most complex technical support cases and keeps track of clusters of recurring issues and acting as a technical consultant for system-level/application specific issues in own specific area of expertise
• Identifying technical problems and analyzing them through communication with customers and remote connections to assets (when applicable) for a large range of services and products in which they are certified to perform
• Coaching technical support engineers, preparing all documents and customer reports to be acknowledged by the customer representative
• Utilizing all relevant support and reporting tools to document work, according to the global end-to-end processes
• Executing wrap-up and follow-up (when needed) of support cases in a timely manner, ensuring learnings from on-going support cases are used to create/update knowledge documentation
• Proactively planning and executing work on a first-time right approach with customers and ensuring the job is done on time and on quality
• Identifying improvement needs and potential solutions for them in the way of working and the products in question and drives improvement actions in own area of responsibility

Your background

• Bachelor’s Degree or Diploma in relevant filed
• Minimum 6-10 years of experience in heavy current, l ow voltage systems and willing to travel
• LV and design knowledge is a must
• Fluency in English language is mandatory

Benefits

• Retirement plan

More about us

ABB’s Electrification business is responsible for the go-to-market strategy and generating profitable growth for the Electrification Business Area. Our 10,000 strong commercial team represents the portfolio of all Electrification Business Area Divisions in over 100 countries. Our unmatched domain expertise across key industry verticals and channels combined with our truly global footprint makes us able to deliver extraordinary business results, supporting our customers with solutions which address their current needs, whilst considering the future emerging trends such as Urbanization, Digitalization and Shift to Electricity and Sustainable Energy. Work model: on site #LI-onsite