This job is with ABB, an inclusive employer and a member of myGwork the largest global platform for the LGBTQ+ business community. Please do not contact the recruiter directly.
Your role and responsibilities
In this role, you will have the opportunity to execute service work with low to medium complexity as per work instructions and in accordance with ABB standard processes, quality standards, and safety guidelines. Each day, you will plan and execute work on a first-time right approach with customers. You will also showcase your expertise by displaying a clear understanding of sense of urgency and care in your own area of responsibility. The work model for the role is: hybrid This role is contributing to the Service team in Motion Business Area in Taiwan. Main stakeholders are sales team. You will be mainly accountable for:
- Applies safety rules and safe practices as well as environmental responsibilities.
- Reports unsafe practices, behaviors, and incidents.
- Contributes to customer satisfaction by executing support work according to customer expectation (and order).
- Has a clear understanding of sense of urgency and care in the direct area of responsibility and knows how to communicate this to customers.
- Ensures customer retention by delivering superior customer experiences.
- Performs testing, installation, commissioning, and troubleshooting activities on site with hands-on skills and communicates with global team for field issue resolution when needed. Customer Supports on technical issues and assists communication to understand their technical expectation as well as frequent travel to the customer sites
- While supporting customers identify opportunities to address any additional concerns and report opportunities to the account team through local business processes.
- Supports more complex technical support cases.
- Identifies technical problems and analyzes them through communication with customers and remote connections to assets (when applicable) for a large range of services and products in which they are certified to perform.
- Coaches technical support engineers.
- Prepares all documents and customer reports to be acknowledged by the customer representative.
- Utilizes all relevant support and reporting tools to document work, according to the global end-to-end processes.
- Executes wrap-up and follow-up (when needed) of support cases in a timely manner.
- Ensures learnings from on-going support cases are used to create/update knowledge documentation.
- Troubleshoot Equipment/Process failures and requests proactive corrective actions and makes recommendations to avoid repeating the problem in the future.
- Acts as trainer when needed, for field service associates and customers.
Qualifications For The Role
- Minimum 10 years experience with LV&MV driver service and similar automation product.
- Middle level of English ability
More about us
We value people from different backgrounds. Apply today for your next career step within ABB and visit www.abb.com to learn about the impact of our solutions across the globe. #MyABBStory
