Technical Support Specialist
At ABB, we are dedicated to addressing global challenges. Our core values: care, courage, curiosity, and collaboration - combined with a focus on diversity, inclusion, and equal opportunities - are key drivers in our aim to empower everyone to create sustainable solutions. That's our story. Make it your story.
This position reports to
Hub Service Manager
Your role and responsibilities
In this role you will be responsible to provide technical assistance to internal and external customers, ensure timely and cost-effective support in accordance with standard processes, procedures and safety guidelines. The work model for this role (onsite) This role is contributing to Motion Business Area based in Dubai UAE. You will be mainly accountable for: Ensuring compliance with group health, safety and environmental directives, ensuring instructions and regulations are implemented, assessing risks and safety hazards, implementing actions to ensure people and equipment safety, abiding with ABB safety and integrity regulations with zero tolerance. Having professional communication with customers, working directly with customers to fulfill service contracts, owning end-to-end process for service contract such as connecting the data gateways, supporting customer on urgent basis, generating periodical reports and recommendations to customer. Supporting customers via local tech support phone and support email 24/7 phone and email, supporting global customers as part of global motion support (GMS), technically supporting for customers, partners and ABB field service engineers, participating in customer meeting with local service sales, doing emergency customer site visits and customer meeting during critical is-sues. Implementing remote condition monitoring on site as and when needed, supporting in investigation and preparing RCA report in typical failure, managing all cases via SFDC case management system, ensuring back-up plans to mitigate risks for critical cases. Prioritizing, classifying, answering and closing support cases coming from local ABB or end cus-tomers with service contracts, escalating and coordinating with Global Motion Service (GMS), Center of Excellence (COE) team as and when needed. Knowledge sharing with local FSE periodically, monitoring the utilization and report in SAP having regular technical meetings with GMS &COE to get to know people and processes, know-how accumulation, by writing FAQ for common issues, actively supporting global motion support center and local ABB to gain skills and know-how, for example by holding presentations during service expert days. Providing feedback to factories on product and process issues, creating and developing good team spirit, proactively reporting product quality issues to GMS or COE as and when needed.
Qualifications for the role
Bachelors degree Technical Diploma or Engineering Degree in electric or Electronics engineering field Minimum 5 years of experience in variable frequency drives service/ commissioning or VFD Technical support
Fluency in both spoken & written English and Arabic.
Benefits
Retirement plan
More about us
We value people from different backgrounds. Could this be your story Apply today or visit www.abb.com to read more about us and learn about the impact of our solutions across the globe. #MyABBStory
