Technical Support Specialist

ABB • New Berlin, WI

147d • 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: Technical Support Team Lead. Your role and responsibilities: In this role, you will be responsible for providing technical support to ABB Customers/ End users, Sales Channel, Product Management Teams, and ABB Drive Services. The area of technical support includes but is not limited to Variable Frequency Drives (VFDs), 3 Phase Power, System Control Wiring, and Connectivity. The work model for the role is: #LI-Hybrid. This role is contributing to the Motion Drive Products Division in New Berlin, WI area.

Requirements

• Bachelor's degree and 2 years of relevant Electrical, Technical experience OR associate's degree and 4 years of relevant Electrical, Technical experience OR High School Diploma/GED and 6 years of relevant Electrical, Technical experience required.
• Knowledge of how Variable Frequency Drives (VFDs) work, required.
• Have a firm understanding in the principles of electricity. Must be able to apply these principles in the troubleshooting of drives.
• Ability to respond to inquiries from customers and communicate effectively in English, both verbal and written. Must be computer-literate.
• Candidates must already have a work authorization that would permit them to work for ABB in the US.
• Knowledge of or direct experience with motors, and/or control system wiring and communication protocols (Modbus, BACnet etc.).
• Previous experience troubleshooting a technical product over the phone.

Responsibilities

• Provide technical support via phone & email for common problems related to the application of Low Voltage Variable Frequency Drives (VFDs). This includes but isn't limited to assisting customers and field techs with commissioning, troubleshooting, and warranty evaluations.
• Analyze problems and initiate effective measures for their solution. Coordinate activities with related groups to most efficiently achieve objectives to ensure customer satisfaction. Participate proactively in contributing feedback to the Quality department regarding product quality issues.
• Execute product warranty while ensuring customer satisfaction and simultaneously achieving cost control objectives. Provide labor authorization for independent service representatives known as the Drives Authorized Service Contractors (DASCs) to perform troubleshooting and repair work on Drives at customer sites throughout North America. Execute policy to help support Drives that are out of warranty.
• Maintain communication with other departments to stay abreast of product release and up-dates. Maintain technical competence in troubleshooting Drives. Enter each reportable case as applicable in the Salesforce Case Management System. Provide adequate notes in the case for each call.
• Required to provide technical support during the evenings and weekends on a rotating schedule.

Benefits

• Competitive, comprehensive, and crafted with you in mind.

What This Job Offers

• Industry: Professional, Scientific, and Technical Services
• Education Level: Bachelor's degree
• Number of Employees: 5,001-10,000 employees