Technical Support Expert - PLC & HMI

Description

• 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

• 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.

Benefits

• Company paid AD&D (1X base pay)
• Parental Leave – up to 6 weeks
• Employee Assistance Program
• Company paid life insurance (2X base pay)
• Employee discount program
• Supplemental benefits – 100% employee paid (Accident insurance, hospital indemnity, critical illness, pet insurance
• Employee Stock Acquisition Plan (ESAP)
• 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

Interview process

Visa Sponsorship

Security clearance