L3 Technical Support Product Specialist

L3 Technical Support Product 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 is a position with grade
14
This position reports to
Service Team Manager
Your role and responsibilities
In this role, you will have the opportunity to provide technical assistance to internal and external customers and ensure timely and cost-effective support in accordance with guidelines. Each day, you will contribute to customer satisfaction by executing support work according to customer expectations. You will also showcase your expertise by ensuring customer retention by delivering superior customer experience
The work model for the role is: Hybrid
This role is contributing to the Process Automation Process Control Platform division.
You will be mainly accountable for:
Displaying clear understanding of sense of urgency and care in your own area of responsibility and knowing how to communicate that to customers.
Manage support cases concerning PCP products escalated by ABB front end Level 2 organizations maintaining complete transparency to all parties concerning identified issues, current status and plan for resolution as well as ensure proper case documentation on closure
Recognizing technical problems and analyzing them through communication with customers and remote connections to assets for a limited range of services and products.
Participate in meetings with front end L2 organizations, other L3 centers, L4 R&D organizations and occasionally end customers to facilitate information gathering and description of planned or implemented resolutions
Our team dynamics
You will join a dynamic and high performing team, where you will be able to thrive.
Qualifications for the role
Degree in Electrical Engineering, Mechanical Engineering, Computer Science, Computer Engineering, Software Engineering or equivalent required.
Professional experience in process automation business with sound knowledge and hands-on experience in servicing, maintaining or commissioning of systems.
Knowledge in ABB PAPCP products, specifically 800xA.
Good English communication skills (both verbal and written)
Possible infrequent requirement for domestic and international travel in specific cases.
Candidates must already have a work authorization that would permit them to work for ABB in the US.
More about us
ABB a provides a comprehensive range of integrated automation, electrical and digital systems and services for customers in the process, hybrid and maritime industries. These offerings, coupled with deep domain knowledge in each end market, help to optimize productivity, energy efficiency, sustainability and safety of industrial processes and operations.
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. #MyABBStory
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