After Sales Technical Support Specialist

Take your next career step at ABB with a global team that is energizing the transformation of society and industry to achieve a more productive, sustainable future.
At ABB, we have the clear goal of driving diversity and inclusion across all dimensions: gender, LGBTQ+, abilities, ethnicity and generations. Together, we are embarking on a journey where each and every one of us, individually and collectively, welcomes and celebrates individual differences.
As an Aftersales Technical Support Specialist, you will join the Global PA PCP (Process Automation – Process Control Platform) Level 3 Support team of product experts. PCP is a backend organization responsible for development, distribution and support of leading-edge process automation products. Those products are integrated by ABB front end organizations responsible for design, deployment and service of end customer solutions across multiple verticals in the Energy, Process and Marine industries. PCP Level 3 Support is a globally distribute organization of product experts located in Sweden, Germany, Italy, Czech Republic, India, China, Japan, Singapore and the United States.
As a Technical Support Specialist, you are responsible to ABB front end Level 2 support organizations for all aspects of customer issue resolution during system design, acceptance testing, installation, commissioning and long-term operation of installed systems. You will thereby interact closely with local ABB customer responsible project and service organizations as well as other PCP Level 3 organizations, Product Management and R&D with occasional direct end customer contact.
Additionally, you will contribute to product quality and product design through interaction in product development projects by addressing quality, maintenance and supportability aspects of our products.
The role reports to Customer Support Manager.


Your responsibilities
Manage support cases concerning PCP products escalated by ABB front end Level 2 organizations
Diagnose and isolate problems through analysis of user problem descriptions, review of log files, remote diagnostics, etc. in order to provide technical expertise to resolve identified issues
Reproduce identified issues in lab environment
Occasionally participate in field/site activities to diagnose and resolve complex issues or conduct system health checks
Participate in meetings with front end L2 organizations, other L3 centers, L4 R&D organizations and occasionally end customers
Maintain technical competence for responsible products and third-party technologies
Contribute to knowledge database of known product issues to facilitate sharing of information with other support personnel to aid in future problem solving Identify systemic issues and participate in the development of field communications to be released to the public
Participate in product development projects to help define supportability requirements and product support plans
Maintain lab environments keeping systems up to date
Be part of introduction of new products and technologies such as Next Generation Products and cloud-based solutions (ABB Ability Edgenius)



Your background
Degree in Electrical Engineering, Mechanical Engineering, Computer Science, Computer Engineering, Software Engineering or equivalent or experience in process automation business with sound knowledge and hands-on experience in servicing, maintaining or commissioning of systems
Preferably knowledge in ABB PA PCP products (800xA, Advant) and third-party technologies such as Microsoft, Virtualization (Hyper-V, VMware), network communication
A high level of self-motivation, curiosity and desire to learn about new technologies applying a problem-solving solution-oriented mindset
Demonstrated sense of ownership and responsibility working both individually and in a team
Good Swedish and English communication skills (both verbal and written)
Open for domestic and international travel in specific cases



More about us
Recruiting Manager, Fredrik Österlund +46 21 34 04 10, will answer your questions about the position. Union representatives - Sveriges Ingenjörer: Rose-Mary Olofsson, +46 21 34 04 21, Unionen: Krista Andersson, +46 21 34 02 85, Ledarna: Leif Öhrberg, +46 21 34 23 25. All other questions can be directed to Recruitment Consultant Andreas Christiansen, +46 733 51 27 46.
We look forward to receiving your application the latest by May 30th. If you want to discover more about ABB, take another look at our website www.abb.com.