After Sales Technical Support Specialist

ABB•Cleveland, OH

4d•Hybrid

About The Position

At ABB, we help industries outrun - leaner and cleaner. Here, progress is an expectation - for you, your team, and the world. As a global market leader, we’ll give you what you need to make it happen. It won’t always be easy, growing takes grit. But at ABB, you’ll never run alone. Run what runs the world. This Position reports to: Service Team Manager ABB’s Automation business area enables customers to operate some of the world’s largest and most complex industrial infrastructures, helping them outrun – leaner and cleaner. We offer a broad range of automation, electrification and digital solutions for process, hybrid and maritime industries, including industry-specific integrated control and software as well as measurement and analytics solutions and services. Your role and responsibilities: 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. The work model for the role is: Hybrid. This role is contributing to the Automation group in the US.

Requirements

Bachelor’s Degree in Electrical Engineering, Mechanical Engineering, Computer Science, Computer Engineering, Software Engineering with 5+ years of experience, or HS Diploma with 7+years of experience.
Professional experience in process automation business with sound knowledge and hands-on experience in servicing, maintaining or commissioning of systems.
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.

Nice To Haves

Preferably knowledge in ABB PAPCP products (800xA, Harmony/Symphony+, Freelance, etc.)

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.
Occasionally participate in field/site activities to diagnose and resolve complex issues or conduct system health checks.
Participate in meetings with front end L2 organizations, other L3 centers, L4 R&D organizations and occasionally end customers to facilitate information gathering and description of planned or implemented resolutions.

Benefits

Choice between two medical plan options: A PPO plan called the Copay Plan OR a High Deductible Health Plan (with a Health Savings Account) called the High Deductible Plan.
Choice between two dental plan options: Core and Core Plus
Vision benefit
Company paid life insurance (2X base pay)
Company paid AD&D (1X base pay)
Voluntary life and AD&D – 100% employee paid up to maximums
Short Term Disability – up to 26 weeks – Company paid
Long Term Disability – 60% of pay – Company paid. Ability to “buy-up” to 66 2/3% of pay.
Supplemental benefits – 100% employee paid (Accident insurance, hospital indemnity, critical illness, pet insurance
Parental Leave – up to 6 weeks
Employee Assistance Program
Health Advocate support resources for mental/behavioral health, general health navigation and virtual health, and infertility/adoption
Employee discount program
401k Savings Plan with Company Contributions
Employee Stock Acquisition Plan (ESAP)
ABB provides 11 paid holidays.
Vacation is provided based on years of service for hourly and non-exempt positions.
Salaried exempt positions are provided vacation under a permissive time away policy.