Technical Customer Support Specialist

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You will provide vital help to the PC DC Services, Electrification Power Conversion (ELPC) in Plano, Texas, to meet business needs efficiently and effectively, boosting customer satisfaction by performing all tasks to high quality standards, in line with relevant processes and guidelines. You will be responsible to provides remote technical support and expertise in the Telecommunication industry field. Resolves incoming technical matters, communicates to the customer, quality, field support and design/engineering team about technical events with professional expertise to resolve issues and increase customer satisfaction.

This position reports to

Project Operations Manager

Your responsibilities

• Ensure the resolution of customer technical support issues coordinating with Sales, Operations, Quality and Supply Chain Management and other internal and/or external teams if needed
• Coordinates resolution with After Market Life Cycle Sales Service and/or Spare Parts teams
• Recommends appropriate solution for customer requests, and coordinates with related teams to ensure the complete handling of the request (example production capability with service coordinator, scheduling with Project Manager, quotes, price lists)
• Proactively informs customers about issue status based on inputs and clarifies any questions
• Ensures a positive customer experience throughout the entire process
• Prepares and analyzes regular statistics with Technical Manager using available tools and collecting relevant information
• Tracks regular target performance with Technical Manager and provides results to management
• This role will be in our Plano, TX ELPC headquarters
• We offer a hybrid work schedule, with business approval

Your background

• High School Graduate and minimum 5 years of experience in an telecommunications environment in an installation operational, engineering product management support role
• Associates or Bachelors Degree preferred
• Required to cover after hours phone support on a weekly rotating basis
• 5 to 10% domestic travel
• Ability to work with cross functional teams to build/improve effective processes
• Ability to deliver on commitments and follow through
• Strong problem solving skills
• Ability to multitask with a strong sense of priority
• Ability to work independently and as a strong team player
• Strong verbal and written communication skills
• Able to effectively interface with all levels of the organization as well as internal and external customers
• Demonstrated proficiency with Microsoft office applications
• Candidates must already have a work authorization that would permit them to work for ABB in the US

Benefits

• Retirement plan
• Life insurance
• Disability insurance
• Wellbeing program
• Healthcare plan

More about us

In ABB’s Power Conversion division, our customers require reliable and efficient power that supports their growing infrastructure, ensuring that data flows 24x7, while optimizing their footprint, energy costs and operations. They rely on us to provide the latest industry insights and technology to develop solutions needed to meet their evolving challenges. We are a customer-first provider of innovative critical power solutions that are designed for high reliability and performance. Our culture is one of quality and operational excellence which is fueled and supported by our talented people, tools and processes, and our “know how.” We look forward to receiving your application. If you want to discover more about ABB, take another look at our website www.abb.com. Equal Employment Opportunity and Affirmative Action at ABB ABB is an Equal Employment Opportunity (EEO) and Affirmative Action Employer encouraging diversity in the workplace. All qualified applicants will receive consideration for employment without regard to their race, creed, color, ancestry, religion, sex, national origin, citizen status, age, sexual orientation, gender identity, disability, marital status, family medical leave status, or protected veterans status. For more information regarding your (EEO) rights as an applicant, please visit the following websites: https://www.eeoc.gov/sites/default/files/2022-10/EEOC_KnowYourRights_screen_reader_10_20.pdf https://www.dol.gov/sites/dolgov/files/OFCCP/pdf/pay-transp_%20English_formattedESQA508c.pdf As an Equal Employment Opportunity and Affirmative Action Employer, applicants may request to review the Affirmative Action Plan of a particular ABB facility between the hours of 9:00 A.M. - 5:00 P.M. EST Monday through Friday by contacting an ABB HR Representative at 1-888-694-7762. Protected veterans and qualified individuals with a disability may request a reasonable accommodation if you are unable or limited in your ability to use or access ABB's career site as a result of your disability. You may request reasonable accommodations by calling an ABB HR Representative at 1-888-694-7762 or by sending an email to US-AskHR@abb.com. Resumes and applications will not be accepted in this manner. #LI-Hybrid