Customer Support Specialist for Technical Solutions

1 week ago

Richmond, Virginia, United States ABB Full time
Customer Support Specialist for Technical Solutions

At ABB, we are committed to tackling global challenges. Our core values: care, courage, curiosity, and collaboration - alongside a strong emphasis on diversity, inclusion, and equal opportunities - are fundamental in our mission to empower everyone to develop sustainable solutions. Join us in shaping the future of ABB.

This position reports to

Support Services Manager

Your role and responsibilities

In this position, you will have the chance to deliver technical support to both internal and external clients, ensuring prompt and cost-effective assistance in line with established processes, procedures, and safety protocols. Your daily contributions will enhance customer satisfaction by executing support tasks that meet customer expectations. You will also demonstrate your expertise by ensuring customer loyalty through exceptional service delivery. The work model for this role is hybrid. Your primary responsibilities will include:
• Enhancing customer satisfaction by executing support tasks in alignment with customer expectations; Demonstrating a clear understanding of urgency and care in your responsibilities and effectively communicating that to customers; Ensuring customer loyalty through outstanding service delivery.
• Identifying opportunities to address additional concerns while assisting customers and reporting these opportunities to the account team through local business processes; Providing basic technical support; Diagnosing technical issues and analyzing them through communication with customers and remote connections to assets (when applicable) for a limited range of services and products for which you are certified.
• Completing wrap-up and follow-up of support cases in a timely manner; Identifying areas for improvement in work processes and proposing potential solutions; Planning and executing tasks with a first-time right approach to ensure timely and quality completion.
• Preparing all necessary documentation and customer reports for acknowledgment by the customer representative; Utilizing relevant support and reporting tools to document work according to global end-to-end processes; Participating in on-site and remote field escalations as needed; Assisting in data review to conduct Root Cause Analysis (RCA) of issues and perform Data Trending Analysis for product and process enhancement; Understanding Data Center and Electrical Infrastructure.

Team Dynamics

You will become part of a dynamic, skilled, and high-performing team where you can thrive.

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

ABB Smart Power offers energy distribution solutions for data centers, industrial and manufacturing facilities, critical infrastructure, and commercial buildings. The Division's technical teams collaborate closely with industry partners, delivering advanced solutions that support rapid growth, energy transition, and sustainability goals. The Division's portfolio includes industrial circuit breakers, low-voltage systems, motor starting applications, and safety devices such as 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 AbilityTM Energy Manager provides a scalable, user-friendly platform that helps organizations save energy and reduce CO2 emissions. We value individuals from diverse backgrounds. Explore your next career step within ABB and discover the impact of our solutions globally. #MyABBStory We look forward to receiving your application. ABB is an Equal Employment Opportunity (EEO) and Affirmative Action Employer promoting diversity in the workplace. All qualified applicants will receive consideration for employment without regard to 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.

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