Technical Support Engineer

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. Write the next chapter of your ABB story.

This position reports to

Service Manager - SC TS-ABBU

Your role and responsibilities

• Contributes to customer satisfaction by executing support work according to customer expectation(s) (and order). • Displays clear understanding of sense of urgency and care in their own area of responsibility and knows how to communicate that to customer(s). • Work with project teams and customers to troubleshoot issues, escalate where required, and provide solutions to reported issues. • Drive closure of technical support cases in a timely manner. • Manage and Support Remote Diagnostics Solution for ABB Canada Customers, which includes setup, documenting connection, testing and updating connection, as required • Ensures customer retention by delivering superior customer experience. • Identifies opportunities (while supporting customers) to address any additional concerns and reports those opportunities to the account team through local business processes. • Identifies technical problems and analyzes them through communication with customers and remote connections to assets (when applicable) for a limited range of services and products for which they are certified to perform. • Executes wrap-up and follow-up (when needed) of support cases, in a timely manner • Prepare and present reports to customers for audits and other services. • Deliver occasional training to our customers on ABB control systems. • Provide ABB leadership with recommendations for product, quality and customer service improvements.

Qualifications for the role

• Bachelor's Degree in Engineering or College Diploma with a focus on Instrumentation and Control.
• More than 5 years' experience with industrial automation and electrical systems and associated controls. Strong technical application knowledge and troubleshooting of Symphony Plus DCS is a definite asset.
• Knowledgeable on 800xA, Freelance or non-ABB DCS/PLC would be an advantage.
• Strong IT skillset, knowledge and experience with Microsoft operating systems, virtualization, cyber security and networking setup & troubleshooting.
• Strong technical problem-solving skills
• Strong customer focus and the ability to relate well to customer needs, strong interpersonal, leadership, and organizational skills.
• Must be able to work in a multi-disciplined service environment, often in high pressure situations.

Benefits

• Retirement plan
• Accident insurance
• Healthcare plan
• Wellbeing program

More about us

ABB Energy Industries is enabling safe, smart and sustainable projects and operations for businesses across the oil, gas, chemicals, life sciences, power generation and water sectors. Driving integrated solutions that automate, digitalize and electrify industry we connect our people and technology to help our customers adapt and succeed. With over 50 years domain expertise, we continue to innovate and reshape traditional approaches across the energy sector with our technologies designed to improve operational efficiency, reduce risk, reduce energy consumption and waste. We look forward to receiving your application. If you want to discover more about ABB, take another look at our website www.abb.com. For the ninth consecutive year, ABB Canada has been recognized as one of Canada's Best Employers by Forbes magazine. Consistently ranked as one of Canada's Top 100 Employers, Montreal's Best Employers, Canada's Best Employers for Young People, Canada's Greenest Employers and a long-time recipient of the Women in Governance Parity Certification, ABB's culture and commitment is to provide a caring workplace where everyone collaborates, feels valued, respected, included and supported. Also committed to ensuring that all policies and practices respect the Employment Equity Program, we aim for our workforce to be truly representative of the four designated groups; women, aboriginal people, members of visible minorities, and/or persons with disabilities. ABB will provide reasonable accommodation to the applicant with disabilities and encourage applicants to self-identify in the application process. ABB's Military Reservist Policy offers Canada's Reserve Force members the flexibility to undergo military training and activities while maintaining job security, seniority, pay, benefits, and privileges as ABB employees, including up to 15 paid working days per year for training, as well as extended leave for operations both in Canada and abroad, ensuring seamless career integration with our nation's defense forces. #MyABBStory #LI-Hybrid