This position reports to:
Senior Technical Support Manager

Your role and responsibilities:

The Technical Support Expert - PLC, HMI, and Connectivity - provides technical support to ABB Customers, Sales Channel, Product Management Teams, and ABB Drive Services. The area of technical support includes but is not limited to Programmable Logic Controllers (PLCs), Human Machine Interface (HMIs), Connectivity, System Control Wiring and integration with AC and DC Variable Frequency Drives (VFDs).

This role supports Motion Drive Products in New Berlin, WI. The person in this role will be the Technical Support subject matter expert for the AC500 and CP600 platforms.

The work model for the role is: Hybrid #LI-Hybrid

You will be mainly accountable for:

• Technical Support subject matter expert for the AC500 PLC and CP600 HMI platforms and connectivity to low voltage ABB variable frequency drives.
• 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, CP600 HMIs and connectivity to low voltage ABB 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 depart-ment 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 AC500, CP600, and Connectivity 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.
• Follow and comply with all safety and work rules and regulations. Maintain departmental house-keeping standards.

Qualifications for the role:

• 6+ years of previous technical support, field service, or engineering experience working with Programmable Logic Controllers, HMIs, and connectivity to variable frequency drives.
• Must be competent with the AC500 PLC and CP600 HMI products.
• Knowledge and experience in HVAC, Water and Wastewater, or Industrial applications for PLCs and HMIs.
• 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 Driver's License.
• Candidates must already have a work authorization that would permit them to work for ABB in the US.

More about 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.

Why ABB?

What's in it for you

We want you to bring your full self to work-your ideas, your energy, your ambition. You'll have the tools and freedom to grow your skills, shape your path, and take on challenges that matter. Here, your work creates impact you can see and feel, every day.

ABB Benefit Summary for eligible US employees

[excludes ABB E-mobility, Athens union, Puerto Rico]

Go to MyBenefitsABB.com and click on "Candidate/Guest" to learn more

Health, Life & Disability

• 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.
• 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
• Paid Parental Leave
• 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

Salaried exempt positions are provided vacation under a permissive time away policy.

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