Technical Support Expert - PLC & HMI

ABB•New Berlin, WI

39d•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: Senior Technical Support Manager Your role and responsibilities: The Technical Support Expert – PLC & HMI Platform - 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 Programmable Logic Controllers (PLCs), Human Machine Interface (HMIs), Connectivity, System Control Wiring and integration with AC and DC Variable Frequency Drives (VFDs). This role supports Motion Drive Products in New Berlin, WI. The person in this role will be the Technical Support subject matter expert for the AC500 and CP600 platforms. The work model for the role is: Hybrid #LI-Hybrid You will be mainly accountable for: Provide technical support via phone and email for cases escalated due to the advanced and unique technical problems related to the application of AC500 PLCs and CP600 HMIs. 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 AC500 and CP600 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 Follow and comply with all safety and work rules and regulations. Maintain departmental housekeeping standards.

Requirements

6+ years of previous technical support, field service, or engineering experience working with Programmable Logic Controllers and HMIs.
Must be competent with PLC and HMI products, preferred experience with AC500 and CP600
Preferred understanding of Variable Frequency Drives (6 pulse drives, Active Front End/Ultra Low Harmonic Drives, Regen Drives, & Multi-Drive configurations, 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 PLCs and HMIs
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 Driver’s License.
Candidates must already have a work authorization that would permit them to work for ABB in the US.

Responsibilities

Provide technical support via phone and email for cases escalated due to the advanced and unique technical problems related to the application of AC500 PLCs and CP600 HMIs. 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 AC500 and CP600 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
Follow and comply with all safety and work rules and regulations. Maintain departmental housekeeping standards.

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)
Salaried exempt positions are provided vacation under a permissive time away policy.