Technical Support Expert - PLC & HMI

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The Technical Support Expert – PLC, HMI, and Connectivity - 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 Programmable Logic Controllers (PLCs), Human Machine Interface (HMIs), Connectivity, System Control Wiring and integration with AC and DC Variable Frequency Drives (VFDs).

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 AC500 and CP600 platforms.

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

• Technical Support subject matter expert for the AC500 PLC and CP600 HMI platforms and connectivity to low voltage ABB variable frequency drives.
• Provide technical support via phone and email for cases escalated due to the advanced and unique technical problems related to the application of AC500 PLCs, CP600 HMIs and connectivity to low voltage ABB 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 AC500, CP600, and Connectivity 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, field service, or engineering experience working with Programmable Logic Controllers, HMIs, and connectivity to variable frequency drives.
• Must be competent with the AC500 PLC and CP600 HMI products.
• Knowledge and experience in HVAC, Water and Wastewater, or Industrial applications for PLCs and HMIs.
• 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.

• Choice between two medical plan options: A PPO plan called the Copay Plan OR a High Deductible Health Plan with a Health Savings Account called the High Deductible Plan.
• Choice between two dental…