Principle Technical Support Engineer

Principle Technical Support Engineer

At 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

Local Division Manager ELSE

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 support the most complex technical support cases and keep track of clusters of recurring issues. You will also showcase your expertise by contributing to customer satisfaction by executing support work according to customer expectations. The work model for the role is: Onsite. You will be mainly accountable for:

1. Contributing to customer satisfaction by executing support work according to customer expectations.
2. Displaying a clear understanding of sense of urgency and care in their own area of responsibility and knowing how to communicate that to customers.
3. Ensuring customer retention by delivering superior customer experience.
4. Identifying technical issues and analyzing them through communication with customers and remote connections to assets (when applicable) for a large range of services and products for which they are certified to perform.
5. Preparing all documents and customer reports to be acknowledged by the customer representative.
6. Utilizing all relevant support and reporting tools to document work, according to the global end-to-end processes.
7. Executing wrap-up and follow-up (when needed) of support cases, in a timely manner.
8. Planning and executing work as per first-time right approach with customers, ensuring the job is done on time and as per quality standards.
9. Identifying improvement needs and potential solutions for them in the ways of working and the products in question and driving improvement actions in their own area of responsibility.
10. Acting as a technical consultant for system-level/application specific issues in their own specific area of expertise.
11. Ensuring learnings from ongoing support cases are used to create/update knowledge documentation.

License To Operate / Core Values

Applies safety rules and safe practices as well as environmental responsibilities. Reports unsafe practices, behaviors, and incidents.

Collaboration / Leadership

Coaches Technical Support Engineers.

Job Skills

• Occupational Health and Safety (OHS)
• Technical support and services
• Quality Management
• Operations management
• Customer Centricity

Qualifications for the role

• 7-10 years relevant work experience
• Electrical Qualification (Diploma in Electrical Engineering or higher)
• Experience with LV switchgear, automation, and logics will be an advantage
• Should be able to work under pressure, maintain records of current work in progress, and keep up to date with the latest ABB products and solutions

More about us

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