Technical Support Expert - Micro Drives

Job Summary

På ABB hjälper vi industrier att bli mer resurseffektiva och renare – och varje person här bidrar till resultaten. Du kommer att få möjlighet att leda, få stöd att växa och kunna vara stolt över den påverkan vi skapar tillsammans. Gå med oss och hjälp till att driva det som driver världen.

Denna position rapporterar till: Senior Technical Support Manager

• Technical Support subject matter expert for micro series low voltage drives: ACH/S 180 series, ACS
  255, ACS
  380/E and subsequently released micro drive products.
• Provide technical support via phone and email for cases escalated due to the advanced and unique technical problems related to the application of Micro 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 Micro Drive 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.

Our teams support each other, collaborate, and never stop learning. Everyone brings something unique, and together we push ideas forward to solve real problems. Being part of our team means your work matters - because the progress we make here creates real impact out there.

• 6+ years of previous technical support/remote support/troubleshooting over the phone, experience working with ABB Variable Frequency Drives.
• Must be competent with ABB Micro Drive 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, 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 US Driver’s License.
• Candidates must already have work authorization that would permit them to work for ABB in the 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.

We give you the space to lead, the support to grow, and the chance to make a difference. Whether you're solving problems, building something new, or helping others…