Support Services Specialist

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.

You will provide vital help to the GPG Power Protection Service, Electrification Smart Power (ELSP) in Richmond, Virginia, to meet business needs efficiently and effectively, boosting customer satisfaction by performing all tasks to high quality standards, in line with relevant processes and guidelines. You will be responsible for providing internal and external customer support (example, technical, order assistance/entry, payment related assistance) and coordinating with relevant resources to have complete case ownership and to increase overall customer satisfaction.

This position reports to

Service Manager

Your responsibilities

• Customer assistance: Ensures the resolution of customer issues (example, order, technical, payment) by coordinating with Sales, Operations, Supply Chain Management, and other internal and/or external teams. Coordinates resolution with After Sales Service and/or Spare Parts teams
• Coordination requests: Recommends appropriate solution for customer requests, and coordinates with related teams to ensure the complete handling of the request (example, production capability and scheduling, resourcing, quotes, price lists, invoice) is in place
• Contract relations: Proactively informs customers about issue status based on inputs and clarifies any questions. Ensures a positive customer experience throughout the entire process
• Data analysis: Prepares and analyzes regular statistics (example, forecast) using available tools and collecting relevant information Tracks regular target performance and provides results to management
• One ABB: Cooperates and coordinates activities with other ABB units and teams to harmonize Service activities and to maximize Service sales at every opportunity. Ensures the transfer of Service findings to the product/system Local Business Units for improvement of their offerings

Your background

• Four Year Bachelor’s Degree and minimum 2 years of experience in customer service OR Associate Degree and 3 years of experience OR High School Diploma/GED and 5 years of experience
• Experience in a manufacturing and or utility industry
• Basic understanding of the business processes involved in the selling of products from initial pricing inquiry to final invoice and after sale support
• Candidate should have the ability to multitask as required within numerous processes and several computing platforms (Syteline, SAP, CRM, Salesforce, and Microsoft Office Products)
• Proficient in the English language, Spanish speaking is a plus
• Self Starter Exceptional Analytical skills
• Good organizational skills
• Working knowledge of ISO 9001:2015 Standards is a plus
• Candidates must already have a work authorization that would permit them to work for ABB in the US

Benefits

• Retirement plan
• Life insurance
• Disability insurance
• Wellbeing program
• Healthcare plan

More about us

ABB Smart Power is a global technology leader, with products and solutions that make power supplies smart, connected and protected. Its intelligent products and solutions make power more competitive by improving the energy efficiency, productivity and reliability of almost any operation. We look forward to receiving your application. If you want to discover more about ABB, take another look at our website www.abb.com. Equal Employment Opportunity and Affirmative Action at ABB ABB is an Equal Employment Opportunity (EEO) and Affirmative Action Employer encouraging diversity in the workplace. All qualified applicants will receive consideration for employment without regard to their race, creed, color, ancestry, religion, sex, national origin, citizen status, age, sexual orientation, gender identity, disability, marital status, family medical leave status, or protected veterans status. For more information regarding your (EEO) rights as an applicant, please visit the following websites: https://www.eeoc.gov/sites/default/files/2022-10/EEOC_KnowYourRights_screen_reader_10_20.pdf https://www.dol.gov/sites/dolgov/files/OFCCP/pdf/pay-transp_%20English_formattedESQA508c.pdf As an Equal Employment Opportunity and Affirmative Action Employer, applicants may request to review the Affirmative Action Plan of a particular ABB facility between the hours of 9:00 A.M. - 5:00 P.M. EST Monday through Friday by contacting an ABB HR Representative at 1-888-694-7762. Protected veterans and qualified individuals with a disability may request a reasonable accommodation if you are unable or limited in your ability to use or access ABB's career site as a result of your disability. You may request reasonable accommodations by calling an ABB HR Representative at 1-888-694-7762 or by sending an email to [email protected] Resumes and applications will not be accepted in this manner. #LI-Remote