Technical Support Specialist

3 weeks ago

Richmond, California, United States ABB Full time

About the Role

We are seeking a highly skilled Technical Support Engineer to join our team at ABB. As a Technical Support Engineer, you will be responsible for providing technical assistance to internal and external customers, ensuring timely and cost-effective support in accordance with standard processes, procedures, and safety guidelines.

Key Responsibilities

  • Contribute to customer satisfaction by executing support work according to customer expectations, displaying a clear understanding of sense of urgency and care in their own area of responsibility, and ensuring customer retention by delivering superior customer experience.
  • Identify opportunities to address any additional concerns and report them to the account team through local business processes, support basic technical support cases, and identify technical problems and analyze them through communication with customers and remote connections to assets for a limited range of services and products for which they are certified to perform.
  • Execute wrap-up and follow-up of support cases in a timely manner, identify improvement needs in the ways of working and potential solutions for them, communicate them proactively, and drive minor improvement actions, plan and execute work as per first-time right approach with customers, and ensure the job is done on time and as per quality standards.
  • Prepare all documents and customer reports to be acknowledged by the customer representative, utilize all relevant support and reporting tools to document work, according to the global end-to-end processes, participate 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, and have Data Center and Electrical Infrastructure understanding.

Requirements

To be successful in this role, you will need a 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, and ability to travel up to 20% domestically.

About ABB

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 https://www.abb.com/careers to learn about the impact of our solutions across the globe. #MyABBStory

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