Technical Support Expert - ACS880

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This Position reports to :

Senior Technical Support Manager

Your role and responsibilities :

The Technical Support Expert - ACS880 Platform - provides technical support to ABB Customers, Sales Channel, Product Management Teams, and ABB Drive Services. The area of technical support includes but is not limited to AC and DC Variable Frequency Drives (VFDs), Connectivity, Programmable Logic Controllers (PLCs), Three Phase Power, and System Control Wiring.

This role supports Motion Drive Products in New Berlin, WI. The person in this role will be the Technical Support subject matter expert for the ACs880 platform.

The work model for the role is : Hybrid #LI-Hybrid

You will be mainly accountable for :

• Provide technical support via phone and email for cases escalated due to the advanced and unique technical problems related to the application of ACS880 variable frequency drives. Technical Support includes commissioning, troubleshooting, part Identification, and warranty evaluation, and in some cases, hands on product testing in the application engineering lab working on electrical equipment up to 600 VAC, while following safe work practices.
• Analyze problems and initiate effective measures for their solution. Coordinate activities with related teams to efficiently achieve objectives to ensure customer satisfaction. Collaborate with Engineering & Product Management to ensure the Technical Support team receives all relevant product releases and updates in a timely manner. Proactively contribute feedback to the Quality department regarding product quality issues, including reviewing failure analysis reports.
• Lead technical writing projects to create internal documents for Technical Support and cross functional teams that clearly describe the technical issue, how to diagnose the issue, and the course of action to resolve the issue. This includes the development of tech notes, presentations, and legacy product support documents (spare parts lists, migration planning, etc.)
• Collaborate with Application Engineering and the Training team to create and lead ACS880 product and application training content to develop the skillset and knowledge of less experienced Technical Support team members.
• Execute product warranty while ensuring customer satisfaction and simultaneously achieving cost-control objectives. Provide labor authorization for Drives Authorized Service Contractors (DASCs) to perform troubleshooting and repair work on Drives at customer sites throughout North America.
• Required to support calls from the Technical Support queue when deemed necessary due to peak call volume.
• Thoroughly document each reportable case in the Salesforce Case Management System
• Follow and comply with all safety and work rules and regulations. Maintain departmental housekeeping standards.

Qualifications for the role :

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.

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What's in it for you

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ABB is an Equal Employment Opportunity and Affirmative Action employer for protected Veterans and Individuals with Disabilities at ABB.

All qualified applicants will receive consideration for employment without regard to their- sex (gender identity, gender expression, sexual orientation), marital status, citizenship, age, race and ethnicity, inclusive of traits historically associated with race or ethnicity, including but not limited to hair texture and protective hairstyles, color, religious creed, national origin, pregnancy, physical or mental disability, genetic information, protected Veteran status, or any other characteristic protected by federal and state law.

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Health, Life & Disability

Retirement

Time off

ABB provides 11 paid holidays. Salaried exempt positions are provided vacation under a permissive time away policy.

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