At ABB, the business problem is to provide expert-level technical support to customers, partners, and internal teams for B&R's products, ensuring customer satisfaction through timely issue resolution, product knowledge sharing, and continuous improvements to the product's functionality.
Requirements
- Interest and/or exposure in the following areas are preferred: motion control systems, IEC 61131 programming languages (ladder diagram, structured text), Windows operating systems, real-time operating systems, PC- and PLC-hardware applications, mechanical and electrical systems and physics;
- Application development experience in a high-level language preferred
- Confluence and Jira tools
- Knowledge of B&R products
Responsibilities
- Develop a deep understanding of the company's products to provide expert guidance and support.
- Manage customer queries via email, phone, or chat, ensuring that issues are resolved in a timely and professional manner.
- Provide advanced technical assistance to customers, including diagnosing, troubleshooting, and resolving hardware/software issues.
- Identify and analyze technical problems, escalate issues when necessary, and collaborate with other engineering teams to ensure problem resolution.
- Conduct post-issue analysis to identify root causes of recurring issues and provide suggestions for product improvements.
- Assist in testing new product features and updates to identify potential issues before release.
- Offer product training to customers, partners, and internal teams, ensuring smooth product adoption.
Other
- Bachelor’s Degree in Engineering (Electrical, Mechanical, Mechatronic, Computer Science, Computer Engineering or related technical field)
- Excellent written/verbal communications skills and customer service skills
- Problem-solving and critical thinking skills
- Ability to work efficiently both independently and as a part of a decentralized team
- Domestic and international travel; up to 10% in North America; occasional International.
