Technical Support Expert - ACS

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This Position reports to:

Senior Technical Support Manager

The Technical Support Expert - ACS
880 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 ACs
880 platform.

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

• Provide technical support via phone and email for cases escalated due to the advanced and unique technical problems related to the application of ACS
  880 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 ACS
  880 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.

• 6+ years of previous technical support/remote support/troubleshooting over the phone, experience working with ABB Variable Frequency Drives.
• Must be competent with ACS
  880 Drives Products.
• Must have and be able to demonstrate a firm understanding of Variable Frequency Drives (6 pulse drives, Active Front End/Ultra Low Harmonic Drives, Regen Drives, & Multi-Drive configurations, AC & DC Motors, Control system wiring logic, PLCs, and communication protocols (BACnet, Modbus, Ethernet IP).
• Knowledge and experience in HVAC, Water and Wastewater, and Industrial applications for AC VFDs.
• Ability to respond to inquiries from customers and communicate effectively in English, both verbal and written. Must be computer-literate.
• Willingness to travel 5-10%, Requires Valid Driver's License.
• Candidates must already have a work authorization that would permit them to work for ABB in the US.

More about us ABB Drive Products serves the industries and infrastructure segments with world-class drives and programmable logic controllers (PLC). With its…