Senior Technical Support Engineer

ABB•Richmond, VA

3d•Hybrid

About The Position

This position reports to: Service Manager. In this role, you will have the opportunity to provide technical assistance to internal and external customers and ensure timely and cost-effective support in accordance with standard processes and guidelines. You will be the technical reference for critical customer escalations—solving complex issues when our local support teams and partners needs help. This role combines technical depth, customer focus, and a passion for problem-solving in a fast-paced, collaborative environment. The work model for the role is: Hybrid.

Requirements

Bachelor's degree in Electrical Engineering, Power Systems, or related technical discipline
5+ years of experience in commissioning and after-sales technical support
The ability to write clear and concise technical documents, reports, and field support procedures
Ability to travel up to 20% of the time domestically or internationally

Nice To Haves

Troubleshooting experience of UPS, PCS, STS/PDU or energy storage solutions are a plus
Certifications in Power Systems or related technical fields is preferred

Responsibilities

Provide technical support for customer escalations and issues, helping our local organizations and partners handling Critical Power system issues. This is done with the use of ticketing system, phone, or email.
This support is also through the 24/7 diagnostic center rotation and collaboration with field engineers and local support teams to drive issues toward resolution.
Categorizing technical issues and analyzing them through communication with customers and remote connections to assets for a large range of services and products for which they are certified to perform.
Maintain detailed technical documentation and case management using ABB systems (SFDC)
Recognizing improvement needs in the ways of working and potential solutions for them and the products in question and driving improvement actions in their own area of responsibility.
Interacting with other departments, such as Quality and R&D, to address product issues and drive continuous product improvement.

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.