Technical Support Expert - Micro Drives

ABB•New Berlin, WI

19h•Hybrid

About The Position

At ABB, we help industries run leaner and cleaner—and every person here makes that happen. You’ll be empowered to lead, supported to grow, and proud of the impact we create together. Join us and help run what runs the world. This position reports to: Senior Technical Support Manager __ ABB in New Berlin, WI, is hiring a Technical Support Expert for Micro Drives, for the Motion Drive Products Division. The Technical Support Expert – Micro Drives - provides technical support to ABB Customers, Sales Channel, Product Management Teams, and ABB Drive Services. The area of technical support includes but is not limited to AC and DC Variable Frequency Drives (VFDs), Connectivity, Programmable Logic Controllers (PLCs), Three Phase Power, and System Control Wiring. The work model for the role is: Hybrid in New Berlin, WI.

Requirements

6+ years of previous technical support/remote support/troubleshooting over the phone, experience working with ABB Variable Frequency Drives.
Must be competent with ABB Micro Drive products.
Must have and be able to demonstrate a firm understanding of Variable Frequency Drives (6 pulse drives, Active Front End/Ultra Low Harmonic Drives, Regen Drives, AC & DC Motors, Control system wiring logic, PLCs, and communication protocols (BACnet, Modbus, Ethernet IP).
Knowledge and experience in HVAC, Water and Wastewater, and Industrial applications for AC VFDs.
Ability to respond to inquiries from customers and communicate effectively in English, both verbal and written.
Must be computer-literate.
Willingness to travel 5-10%
Requires Valid US Driver’s License.
Candidates must already have work authorization that would permit them to work for ABB in the US.

Responsibilities

Technical Support subject matter expert for micro series low voltage drives: ACH/S 180 series, ACS255, ACS380/E and subsequently released micro drive products.
Provide technical support via phone and email for cases escalated due to the advanced and unique technical problems related to the application of Micro Drives.
Technical Support includes commissioning, troubleshooting, part Identification, and warranty evaluation, and in some cases, hands on product testing in the application engineering lab working on electrical equipment up to 600 VAC, while following safe work practices.
Analyze problems and initiate effective measures for their solution.
Coordinate activities with related teams to efficiently achieve objectives to ensure customer satisfaction.
Collaborate with Engineering & Product Management to ensure the Technical Support team receives all relevant product releases and updates in a timely manner.
Proactively contribute feedback to the Quality department regarding product quality issues, including reviewing failure analysis reports.
Lead technical writing projects to create internal documents for Technical Support and cross functional teams that clearly describe the technical issue, how to diagnose the issue, and the course of action to resolve the issue. This includes the development of tech notes, presentations, and legacy product support documents (spare parts lists, migration planning, etc.).
Collaborate with Application Engineering and the Training team to create and lead Micro Drive product and application training content to develop the skillset and knowledge of less experienced Technical Support team members.
Execute product warranty while ensuring customer satisfaction and simultaneously achieving cost-control objectives.
Provide labor authorization for Drives Authorized Service Contractors (DASCs) to perform troubleshooting and repair work on Drives at customer sites throughout North America.
Required to support calls from the Technical Support queue when deemed necessary due to peak call volume.
Thoroughly document each reportable case in the Salesforce Case Management System.

Benefits

Health, Life & Disability
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
Paid Parental Leave
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)
11 paid holidays.
Vacation under a permissive time away policy.