Technical Support Engineer

13

Support Services 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, procedures, and safety guidelines. Each day, you will contribute to customer satisfaction by executing support work according to customer expectations. You will also showcase your expertise by ensuring customer retention by delivering superior customer experience.
The work model for the role is hybrid.
You will be mainly accountable for:
* Contributes to customer satisfaction by executing support work according to customer expectation(s) (and order); Displays clear understanding of sense of urgency and care in their own area of responsibility and knows how to communicate that to customer(s); Ensures customer retention by delivering superior customer experience.
* Identifies opportunities (while supporting customers) to address any additional concerns and reports those opportunities to the account team through local business processes; Supports basic technical support cases; Identifies technical problems and analyzes them through communication with customers and remote connections to assets (when applicable) for a limited range of services and products for which they are certified to perform.
* Executes wrap-up and follow-up (when needed) of support cases, in a timely manner; Identifies improvement needs in the ways of working and potential solutions for them, communicates them proactively, and drives minor improvement actions; Plans and executes work as per first-time right approach with customers, and ensures the job is done on time and as per quality standards.
* Prepares all documents and customer reports to be acknowledged by the customer representative; Utilizes all relevant support and reporting tools to document work, according to the global end-to-end processes; Participates in on site and remote field escalations when required; Assist in data review to perform Root Cause Analysis (RCA) of Issues and perform Data Trending Analysis for product and process improvement; Data Center and Electrical Infrastructure understanding
Our team dynamics
You will join a dynamic, talented, high performing team, where you will be able to thrive.

• Bachelor degree in Electrical/Electronics Engineering, Electronics, Information Technology, or related field PLUS 8 years of experience OR Associate degree PLUS 10 years of experience, OR Diploma/GED PLUS 12 years experience in Technical Support or a related role, with a focus on Critical Power Systems (Uninterruptible Power Supplies, Power Distribution, Static Switch, Battery, and Power Conditioning Systems).
• Experience with Power Management software and monitoring tools; Experience with Power Electronics
• Occupational Health and Safety (OHS); Technical support and services; Data Management; Quality Management; Portfolio Management
• Strong technical troubleshooting skills with the ability to diagnose and resolve complex issues in Critical Power Systems.
• Experience with support ticketing systems and remote support tools; Strong customer service orientation and a commitment to helping customers
• NETA Certification; NICET Certification; CompTIA Certification; Licensed Electrician, preferred
• Windchill; Syteline; Salesforce; and SAP knowledge, preferred
• Ability to travel up to 20% domestically
• Candidates must already have a work authorization that would permit them to work for ABB in the US.

ABB Smart Power provides energy distribution solutions for data centers, industrial and manufacturing plants, critical infrastructure and commercial buildings. The Division's technical teams work closely with industry partners, delivering advanced solutions that support rapid growth, energy transition, and sustainability objectives. The Division's portfolio includes industrial circuit breakers, low-voltage systems, motor starting applications, and safety devices like switches and relays. Its Power Protection unit supports the world's largest data center companies with advanced energy-efficient UPS solutions. The Division's ABB Ability Energy Manager provides a scalable, easy-to-use platform that helps organizations save energy and reduce CO2 emissions.
We value people from different backgrounds. Apply today for your next career step within ABB and visit www.abb.com to learn about the impact of our solutions across the globe. #MyABBStory
We look forward to receiving your application. If you want to discover more about ABB, take another look at our website www.abb.com.
Equal Employment Opportunity and Affirmative Action at ABB
ABB is an Equal Employment Opportunity (EEO) and Affirmative Action Employer encouraging diversity in the workplace.
All qualified applicants will receive consideration for employment without regard to their race, creed, color, ancestry, religion, sex, national origin, citizen status, age, sexual orientation, gender identity, disability, marital status, family medical leave status, or protected veterans status. For more information regarding your (EEO) rights as an applicant, please visit the following websites:
https://www.eeoc.gov/sites/default/files/2022-10/EEOC_KnowYourRights_screen_reader_10_20.pdf
https://www.dol.gov/sites/dolgov/files/OFCCP/pdf/pay-transp_%20English_formattedESQA508c.pdf
As an Equal Employment Opportunity and Affirmative Action Employer, applicants may request to review the Affirmative Action Plan of a particular ABB facility between the hours of 9:00 A.M. - 5:00 P.M. EST Monday through Friday by contacting an ABB HR Representative at 1-888-694-7762.
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