Customer Support Specialist

ABB•Lake Mary, FL

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: Customer Operations Manager In this role, you will have the opportunity to provide internal and external customer support (e.g. technical /order related assistance) and coordinate with relevant resources to have complete case ownership and to increase customer satisfaction. You will be mainly accountable for: Provide technical support via email and phone to the customers Manage products variants and customization requests. Ensure all requirements are captured and acted upon by partnering with relevant business unit and or external resources. Create and maintain SFDC to track each service request. Use telephony system and department emails to communicate at all time. Keeping the customers proactively informed on the issue status based on the inputs received and clarifying their doubts Complete ownership of the resolution from time of hand-off from our customer and other ABB colleagues

Requirements

Bachelor’s degree in relevant discipline or equivalent experience
Extensive knowledge on specific CPP products based on position needs.

Nice To Haves

Proficient with DOE tools is preferred
SFDC and SAP experience
Lean six sigma certified is preferred

Responsibilities

Provide technical support via email and phone to the customers
Manage products variants and customization requests.
Ensure all requirements are captured and acted upon by partnering with relevant business unit and or external resources.
Create and maintain SFDC to track each service request.
Use telephony system and department emails to communicate at all time.
Keeping the customers proactively informed on the issue status based on the inputs received and clarifying their doubts
Complete ownership of the resolution from time of hand-off from our customer and other ABB colleagues

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.