Senior Technical Support Engineer

ABB Inc. seeks a Senior Technical Support Engineer to provide technical assistance to customers, serve as the technical reference for critical escalations, and support a hybrid work model focused on issue resolution and continuous product improvement.

Responsibilities

• Provide technical support for customer escalations and issues using ticketing system, phone, or email; participate in the 24/7 diagnostic center rotation and collaborate with field engineers and local support teams to drive issues toward resolution.
• Categorize technical issues and analyze them through communication with customers and remote connections to assets for a wide range of services and products for which they are certified to perform.
• Maintain detailed technical documentation and case management using ABB systems (SFDC).
• Identify improvements in processes and potential solutions for them and the products in question, and drive improvement actions in their own area of responsibility.
• Interact with other departments, such as Quality and R&D, to address product issues and drive continuous product improvement.

Requirements

• Bachelor's degree in Electrical Engineering, Power Systems, or related technical discipline
• 5+ years of experience in commissioning and after-sales technical support
• The ability to write clear and concise technical documents, reports, and field support procedures
• Ability to travel up to 20% of the time domestically or internationally

Technologies

• SFDC

Benefits

• Health, Life & Disability
• Retirement
• Time off
• Employee discount program

Health, Life & Disability

• Choice between two medical plan options: a PPO plan (Copay Plan) or a High-Deductible Health Plan with a Health Savings Account (High-Deductible Plan)
• Choice between two dental plan options: Core and Core Plus
• Vision benefit
• Company paid life insurance (2X base pay)
• Company paid AD&D (1X base pay)
• Voluntary life and AD&D – 100% employee paid up to maximums
• Short Term Disability – up to 26 weeks – Company paid
• Long Term Disability – 60% of pay – Company paid; ability to buy-up to 66 2/3% of pay
• Supplemental benefits – 100% employee paid (Accident insurance, hospital indemnity, critical illness, pet insurance)
• Parental Leave – up to 6 weeks
• Employee Assistance Program
• Health Advocate support resources for mental/behavioral health, general health navigation and virtual health, and infertility/adoption
• Employee discount program

Retirement

• 401k Savings Plan with Company Contributions
• Employee Stock Acquisition Plan (ESAP)

Time Off

• ABB provides 11 paid holidays
• Vacation is provided based on years of service for hourly and non-exempt positions
• Salaried exempt positions are provided vacation under a permissive time away policy