Manage support cases concerning PCP products escalated by ABB front end Level 2 organizations maintaining complete transparency to all parties concerning identified issues, current status and plan for resolution as well as ensure proper case documentation on closure
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 in order to either provide proven resolution to caller’s concerns or ability to represent problem to Level 4 R&D organization in order to identify product defects
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 to facilitate information gathering and description of planned or implemented resolutions.
Qualifications for the role
Degree in Electrical Engineering, Mechanical Engineering, Computer Science, Computer Engineering, Software Engineering or equivalent
Professional experience in process automation business with sound knowledge and hands-on experience in servicing, maintaining or commissioning of systems.
Preferably knowledge in ABB PAPCP products (800xA, Symphony+, Freelance, etc.)
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 English communication skills (both verbal and written)
Possible requirement for domestic and international travel in specific cases.
The global Swedish-Swiss company ABB Ltd. has its headquarters located in Zürich, Switzerland, and Västerås, Sweden. It is traded on the Nasdaq Nordic exchange in Sweden, the SIX Swiss Exchange in Zürich, and the pink sheets of the OTC Markets Group in the United States.
As a pioneer in automation and electrification technologies, ABB is paving the way for a future that is more resource- and sustainability-efficient. The company's solutions maximize the way objects are made, moved, powered, and operated by fusing software and engineering know-how. ABB's 105,000 workers are dedicated to advancing ideas that hasten industrial transformation, building on the company's more than 140 years of excellence.