Technical Support Expert - ACS880

Description

• 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.
• Follow and comply with all safety and work rules and regulations. Maintain departmental housekeeping standards.
• Required to support calls from the Technical Support queue when deemed necessary due to peak call volume.
• 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.
• Collaborate with Application Engineering and the Training team to create and lead ACS880 product and application training content to develop the skillset and knowledge of less experienced Technical Support team members.
• Thoroughly document each reportable case in the Salesforce Case Management System
• Provide technical support via phone and email for cases escalated due to the advanced and unique technical problems related to the application of ACS880 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.
• 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.)

Requirements

• Knowledge and experience in HVAC, Water and Wastewater, and Industrial applications for AC VFDs.
• Must be competent with ACS880 Drives Products.
• Candidates must already have a work authorization that would permit them to work for ABB in the US.
• Ability to respond to inquiries from customers and communicate effectively in English, both verbal and written. Must be computer-literate.
• 6+ years of previous technical support/remote support/troubleshooting over the phone, experience working with ABB Variable Frequency Drives.
• 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).
• Willingness to travel 5-10%, Requires Valid Driver’s License.

Benefits

• Long Term Disability – 60% of pay – Company paid. Ability to “buy-up” to 66 2/3% of pay.
• Parental Leave – up to 6 weeks
• Choice between two dental plan options: Core and Core Plus
• Employee discount program
• Short Term Disability – up to 26 weeks – Company paid
• 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.
• Employee Assistance Program
• Company paid life insurance (2X base pay)
• Employee Stock Acquisition Plan (ESAP)
• Company paid AD&D (1X base pay)
• Supplemental benefits – 100% employee paid (Accident insurance, hospital indemnity, critical illness, pet insurance
• Voluntary life and AD&D – 100% employee paid up to maximums
• Vision benefit
• 401k Savings Plan with Company Contributions

Training + Development

Interview process

Visa Sponsorship

Security clearance