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.)
Required to support calls from the Technical Support queue when deemed necessary due to peak call volume
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.
Collaborate with Application Engineering and the Training team to create and lead AC500 and CP600 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 AC500 PLCs and CP600 HMIs. 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
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.
Follow and comply with all safety and work rules and regulations. Maintain departmental housekeeping standards.
Requirements
plc
hmi
vfd
bacnet
modbus
6+ years
Knowledge and experience in HVAC, Water and Wastewater, and Industrial applications for PLCs and HMIs
Willingness to travel 5-10%, Requires Valid Driver’s License.
Preferred 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).
Must be competent with PLC and HMI products, preferred experience with AC500 and CP600
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, field service, or engineering experience working with Programmable Logic Controllers and HMIs.
Candidates must already have a work authorization that would permit them to work for ABB in the US.
Choice between two dental plan options: Core and Core Plus
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.
Vision benefit
Voluntary life and AD&D – 100% employee paid up to maximums
Long Term Disability – 60% of pay – Company paid. Ability to “buy-up” to 66 2/3% of pay.
401k Savings Plan with Company Contributions
Training + Development
Information not given or found
Interview process
Information not given or found
Visa Sponsorship
Information not given or found
Security clearance
Information not given or found
Company
Overview
Founded 1883
Year established
The company was established in 1883, marking the beginning of its journey as a global technology leader.
A global technology leader with a rich history of innovation.
Focuses on electrification, automation, robotics, and digitalization for global industries.
Delivers solutions to improve productivity, energy efficiency, and sustainability.
A key player in sectors like utilities, transportation, manufacturing, and infrastructure.
Notable projects include electrification of rail networks, automation in factories, and energy-efficient grid solutions.
Continues to lead in integrating cutting-edge technologies, combining the digital and physical worlds.
Culture + Values
Customer orientation
Innovation
Collaboration
Sustainability
Integrity
Accountability
Environment + Sustainability
2050
Net Zero Commitment
Aim to achieve net zero carbon emissions across operations and supply chain.
Sustainability at the core of business model
Reduction of CO2 emissions in operations and supply chain
Committed to renewable energy
Energy efficiency solutions for customers
Increased use of recycled materials in products
Support for the UN Sustainable Development Goals
Inclusion & Diversity
24% Women Leadership
Gender Diversity in Leadership
Percentage of leadership positions held by women in the organization.
30% Target by 2025
Target Goal for Women
Aim to increase women in leadership roles to 30% by 2025.
Partnerships with global organizations to promote inclusion
Focused efforts on empowering women in technical fields
Promotion of a culture of respect and equal opportunity