Technical Service Specialist

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As a Technical Service Specialist for Electrification Smart Power (ELSP), you will be responsible for ensuring the Service portfolio is delivered effectively according to ABB standard processes and safety guidelines to satisfy customers. Execute technical support, act as specialist, and solve problems in own expertise area. Proactively communicate both with the customer and ABB sales teams to ensure customer needs are understood and business opportunities utilized for Service growth.

This position reports to

Support Services Manager

Your responsibilities

• Provides technical support, identifies and solves problems in own expertise area via remote or on-site service in any Service category (installation and commissioning; maintenance; repairs; engineering and consulting; advanced services; extensions, upgrades and retrofits; end of life services, replacements, etc.).
• Perform remote field service support for customers, field service technicians and internal departments.
• Investigates customer needs through professional consulting.
• Provides technical consulting on Service solutions to management and customers.
• Determines effective Service applications, equipment and methods to develop, market or manufacture new Service offerings to respond to customer requirements cost effectively.
• Manages customer relationships and maintains regular contacts with key customers.
• Identifies new sales opportunities, proactively communicating both with the customer and ABB sales teams to ensure customer needs are understood and business opportunities utilized for Service growth.
• Conducts specialist support and advisory service for Sales team.
• Coordinates and performs specialist Service projects in relevant areas internally and externally (e.g. create milestones, project plan, cost supervision, action steps, project reviews, project supervision) including all commercials.
• Prepares all documents and reports to be signed by the customer representative.
• Reports work done in a timely manner and follows up when needed.
• Proactively identifies suggestions for product and quality improvement and communicates them further in the ABB organization.
• Provides recommendations to management to improve operations and customer service.
• Plans activities in a timely and cost-effective way.
• Coordinates the work of internal and external technicians and assigns them specific tasks related to Service needs.
• Write Methods of Procedures (MOPs) for service work as required.
• Facilitate or support customer and field engineering technical training.
• Maintain satisfactory metrics associated to hours spent on each case, root cause identification and weekly quality reviews of high-profile customers or repeated issues.
• Works with account teams to identify opportunities in the installed base.
• Works to reduce the cost and improves the quality of delivery of service and projects.
• Participate on the 24/7 on-call rotation.

Your background

• Bachelor’s degree in electrical or electronics engineering or similar.
• 5-10 years relevant experience in power protection industry or similar (engineering, field service, technical support).
• Ability to read and interpret technical instructions, safety manuals, electric and electronic schematics and policies and procedures.
• Proficient in Microsoft Office programs.
• Experience with product lifecycle management software such as Windchill.
• Experience with ERP systems, SAP preferred.
• Experience with CRM tools such as Torque and Salesforce.
• High degree of problem solving and troubleshooting.
• Possess excellent verbal and written communication skills.
• Knowledge of basic mathematical formulas (Ohms Law).
• Ability to read and interpret technical instructions, safety manuals, electric and electronic schematics and policies and procedures.
• Experience writing Methods of Procedures (MOPs) for service work as required.
• Up to 10% domestic travel.
• Available to participate on the 24/7 on-call rotation.

Benefits

• Retirement plan
• Life insurance
• Disability insurance
• Wellbeing program
• Healthcare plan

More about us

ABB Smart Power is a global technology leader, with products and solutions that make power supplies smart, connected and protected. Its intelligent products and solutions make power more competitive by improving the energy efficiency, productivity and reliability of almost any operation.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 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. #LI-Hybrid