Technical Support SpecialistAt ABB, we are dedicated to addressing global challenges. Our core values: care, courage, curiosity, and collaboration - combined with a focus on diversity, inclusion, and equal opportunities - are key drivers in our aim to empower everyone to create sustainable solutions.Write the next chapter of your ABB story.
This position reports to

Technical Support Team Lead

Your role and responsibilities

As a Technical Support Specialist, 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.The work model for the role is: Hybrid #LI-HybridThis role is contributing to the Motion Drive Products division in New Berlin, WI. Main stakeholders are Internal and External end users of VFDs and other Drive Products. You will be mainly accountable for:•\tProvide technical support via phone & 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 techs with commissioning, troubleshooting, and warranty evaluations.•\tAnalyze 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.•\tExecute 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.•\tMaintain communication with other departments to stay abreast of product release and up-dates. Maintain technical competence in troubleshooting Drives.•\tEnter each reportable case as applicable in the Salesforce Case Management System. Provide adequate notes in the case for each call.•\tRequired to provide technical support during the evenings and weekends on a rotating schedule.•\tFollow and comply with all safety and work rules and regulations. Maintain departmental housekeeping standards.Our team dynamics: You will join a Dynamic, High performing team where you will thrive.

Qualifications for the role

Bachelor’s degree and 2 years of relevant Electrical, Technical experience OR Associate degree and 4 years of relevant Electrical, Technical experience OR High School Diploma/GED and 6 years of relevant Electrical, Technical experience required.Knowledge of how Variable Frequency Drives (VFDs) work, required. 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.Preferred Qualifications: Knowledge of or direct experience with motors, and/or control system wiring and communication protocols (Modbus, BACnet etc.)Previous experience troubleshooting a technical product over the phone.

More about us

ABB Drive Products serves the industries and infrastructure segments with world-class drives and programmable logic controllers (PLC). With its products, global scale and local presence, the Division helps customers to improve energy efficiency, productivity and safety.We value people from different backgrounds. Apply today for your next career step within ABB and visit www.abb.com to learn about the impact of our solutions across the globe. #MyABBStoryWe 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 ABBABB 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.pdfhttps://www.dol.gov/sites/dolgov/files/OFCCP/pdf/pay-transp_%20English_formattedESQA508c.pdfAs 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.myBenefitsABB.com