Technical Support Specialist - VFDs

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Technical Support Team Lead

• Provide 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.
• Analyze 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.
• Execute 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.
• Maintain communication with other departments to stay abreast of product release and updates. Maintain technical competence in troubleshooting Drives. Enter each reportable case as applicable in the Salesforce Case Management System. Provide adequate notes in the case for each call.
• Required to provide technical support during the evenings and weekends on a rotating schedule.

• Bachelor’s degree and 2 years of relevant Electrical, Technical experience OR associate’s 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.

• 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.

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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