Technical Support Specialist

About The Company
ABB is a global leader in power and automation technologies, committed to helping industries operate more efficiently, sustainably, and safely. With a rich history of innovation and a focus on cutting-edge solutions, ABB serves a diverse range of sectors including utilities, industries, transportation, and infrastructure. Our mission is to drive progress by providing state-of-the-art products and services that enable our customers to enhance productivity, reduce energy consumption, and improve safety standards worldwide. At ABB, we foster a culture of inclusivity, continuous learning, and collaboration, empowering our employees to make a meaningful impact on the world.

About The Role
We are seeking a dedicated Technical Support Specialist - VFDs to join our dynamic team. This role reports directly to the Technical Support Team Lead and offers a hybrid work model, combining both remote and on-site responsibilities. As a key member of our support organization, you will be responsible for providing expert technical assistance to our customers, sales channels, product management teams, and ABB Drive Services. Your primary focus will be on supporting Variable Frequency Drives (VFDs), 3-phase power systems, system control wiring, and connectivity solutions. Your expertise will help ensure customer satisfaction through effective troubleshooting, technical guidance, and warranty support, ultimately contributing to the success of our drive products and the overall customer experience.

Qualifications
The ideal candidate will possess a combination of education and relevant experience, including:

• A bachelor's degree with at least 2 years of electrical or technical experience, an associate's degree with 4 years of relevant experience, or a high school diploma/GED with 6 years of electrical/technical experience.
• Solid understanding of how Variable Frequency Drives (VFDs) operate and their application principles.
• Strong knowledge of electrical principles and the ability to troubleshoot drives effectively.
• Excellent communication skills in English, both verbal and written, with the ability to respond to customer inquiries professionally and clearly.
• Proficiency in computer literacy, including experience with case management systems like Salesforce.
• Legal work authorization to work in the United States.

Preferred qualifications include familiarity with motor control systems, wiring, and communication protocols such as Modbus and BACnet, as well as prior experience troubleshooting technical products remotely.

Responsibilities
The successful candidate will be responsible for a variety of tasks aimed at delivering exceptional technical support, including:

• Providing timely and effective technical assistance via phone and email related to Low Voltage VFDs, assisting customers and field technicians with commissioning, troubleshooting, and warranty evaluations.
• Analyzing technical issues, diagnosing root causes, and implementing appropriate corrective actions to resolve problems efficiently.
• Coordinating with internal teams and external service contractors to facilitate troubleshooting and repairs at customer sites across North America.
• Managing warranty claims, ensuring customer satisfaction while adhering to cost control policies, and authorizing labor for authorized service providers.
• Staying current with product updates, new releases, and technical documentation to maintain high levels of expertise.
• Documenting cases accurately in Salesforce, including detailed notes and resolutions for each reportable incident.
• Providing support during evenings and weekends on a rotational basis to ensure continuous customer service coverage.

Benefits
Joining ABB offers numerous benefits designed to support your professional growth and personal well-being. These include competitive compensation packages, comprehensive health insurance plans, retirement savings options, and paid time off. We also promote a healthy work-life balance through flexible work arrangements and provide opportunities for ongoing training and development. At ABB, you will be part of a global organization that values innovation, diversity, and inclusion, fostering an environment where your contributions are recognized and rewarded. Additionally, employees have access to various wellness programs, employee assistance services, and a collaborative work culture aimed at empowering you to succeed.

Equal Opportunity

ABB is an Equal Employment Opportunity and Affirmative Action employer. We are committed to creating a diverse and inclusive workplace that respects and values individual differences. All qualified applicants will receive consideration for employment without regard to sex, gender identity, gender expression, sexual orientation, marital status, citizenship, age, race, ethnicity, hair texture or protective hairstyles, color, religious creed, national origin, pregnancy, physical or mental disability, genetic information, protected veteran status, or any other characteristic protected by federal or state law. We encourage applicants from all backgrounds to apply and welcome the opportunity to contribute to our ongoing success.