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Technical Support Specialist

3 months ago

New Berlin, United States ABB Full time

**Technical Support Specialist**:
**Take your next career step at ABB with a global team that is energizing the transformation of society and industry to achieve a more productive, sustainable future. At ABB, we have the clear goal of driving diversity and inclusion across all dimensions: gender, LGBTQ+, abilities, ethnicity and generations. Together, we are embarking on a journey where each and every one of us, individually and collectively, welcomes and celebrates individual differences.**:
As a Technical Support Specialist for Motion Drive Products in New Berlin, Wisconsin, 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. Working hours are from 8:00am - 5:00pm Central, is a required

**Your responsibilities**:

- 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 updates. 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
- Follow and comply with all safety and work rules and regulations. Maintain departmental housekeeping standards

**Your background**:

- Bachelor’s degree with minimum 2 years of relevant Electrical or technical experience OR
- Associate's degree with minimum 4 years of relevant Electrical or technical experience OR
- High School Diploma/GED with minimum 6 years of relevant Electrical or technical experience required
- Knowledge of how Variable Frequency Drives (VFDs) work, required. Knowledge of or direct experience with motors and/or control system wiring and communication protocols (Modbus, BACnet etc.) highly preferred
- Previous experience troubleshooting a technical product over the phone highly preferred
- Ability to respond to inquiries from customers and communicate effectively in English, both verbal and written. Must be computer literate
- Travel will be required for initial training that will be held in the New Berlin, WI office

**Benefits**:

- Retirement plan
- Life insurance
- Disability insurance
- Wellbeing program
- Healthcare plan

**More about us**: