Technical Support Specialist II

Technical Support Specialist II

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 II for Motion Drive Products, 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. This role can be located anywhere in the US with a preference for a Eastern or Central time zone.

Your responsibilities

• Provide technical support via phone and email for common problems related to the application of low voltage Variable Frequency Drives (VFDs). This includes but isn't limited to assisting customers and field technicians with commissioning, troubleshooting and warranty evaluations

• 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 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

• Travel up to 5% required for training

• Previous experience troubleshooting a technical product over the phone highly preferred

• Knowledge of how Variable Frequency Drives (VFDs) work required

• Knowledge of direct experience with motors and/or control system wiring and communication protocols (Modbus, BACnet etc.) highly preferred

• Have a firm understanding in the principles of electricity. Must be able to apply these principles in the troubleshooting of drives

• Ability to respond to inquiries from customers and communicate effectively in English, both verbal and written. Must be computer literate

• Candidates must already have a work authorization that would permit them to work for ABB in the US

Benefits

• Retirement plan

• Life insurance

• Disability insurance

• Wellbeing program

• Healthcare plan

More about us

ABB Drive Products is a technology leader serving industries, infrastructure and machine builders with world-class drives. With our products, global scale and local presence, we help our customers to improve energy efficiency, productivity and safety. Our people and culture are the foundation of our success. We all together make the difference for our customers every day. 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. Protected veterans and qualified individuals with a disability may request a reasonable accommodation if you are unable or limited in your ability to use or access ABB's career site as a result of your disability. You may request reasonable accommodations by calling an ABB HR Representative at 1-888-694-7762 or by sending an email to US-AskHR@abb.com. Resumes and applications will not be accepted in this manner. While base salary is determined by things such as the successful applicant's qualifications and experience, this position is expected to pay between $55,400 and $102,600 annually. myBenefitsABB.com