Customer Support Specialist
1 week ago
At ABB, we are committed to tackling global challenges. Our core values: care, courage, curiosity, and collaboration - along with a strong emphasis on diversity, inclusion, and equal opportunities - are fundamental in our mission to empower individuals to develop sustainable solutions. Join us in writing the next chapter of your ABB journey.
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. Each day, you will enhance customer satisfaction by executing support tasks in accordance with client 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 as per client expectations; demonstrating a clear understanding of urgency and care in your responsibilities and effectively communicating this to clients; ensuring customer loyalty through outstanding service delivery.
• Identifying opportunities to address additional concerns while assisting clients 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 clients 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, ensuring timely completion and adherence to quality standards.
• Preparing all necessary documentation and customer reports for acknowledgment by the client representative; utilizing relevant support and reporting tools to document work in accordance with global end-to-end processes; participating in on-site and remote field escalations as required; assisting in data review to conduct Root Cause Analysis (RCA) of issues and performing Data Trending Analysis for product and process enhancement; understanding Data Center and Electrical Infrastructure.
Team Dynamics
You will be part of a dynamic, talented, 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, 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; familiarity with Power Electronics.
- Knowledge of 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 assisting clients.
- NETA Certification; NICET Certification; CompTIA Certification; Licensed Electrician, preferred.
- Familiarity with 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.
ABB Smart Power provides 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 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 AbilityTM Energy Manager offers a scalable, user-friendly platform that helps organizations save energy and reduce CO2 emissions. We value individuals from diverse backgrounds. We look forward to receiving your application. If you want to discover more about ABB, take another look at our website. 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.
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