EV Charger Technical Support Specialist - REMOTE

Take your next career step at ABB with a global team that is energizing the transformation of society and industry to achieve a more productive, sustainable future. At ABB, we have the clear goal of driving diversity and inclusion across all dimensions: gender, LGBTQ+, abilities, ethnicity and generations. Together, we are embarking on a journey where each and every one of us, individually and collectively, welcomes and celebrates individual differences.

In this role, you will be the technical point person for the sales organization in ELEM (Electrification E-mobility) Back end, providing technical solutions and advice on ABB products, systems and applications. You will be responsible for over phone/web diagnosis, analysis, troubleshooting and repair of Electric Vehicle (EV) charging systems. You will be directly accountable for all levels of phone, email and onsite support to Field Service Engineers and customers from initial troubleshooting and diagnosis to problem resolution.

This position reports to

Service Manager

Your responsibilities

• Identify and prepare scope of work for dispatch to Customer’s site or to Field Service Engineering team for issue investigation and technical problem rectification
• Provide first and second level telephone Technical Support as assigned
• Accountable for maintaining excellent customer service rapport, listening intently, understanding of customer’s needs, maintaining service call priorities and ensuring all service calls are effectively closed
• Focus on ensuring Service Level Agreements are met and provide timely updates and tracking of call status and information in the customer support database

Your background

• Minimum of High School Graduation and minimum 6 months or more in a customer support role within a hardware break/fix trouble shooting environment; Bachelor’s degree is a plus
• Must have repair troubleshooting experience with Linux based system and power electronics ideally related to Electrical Vehicle (EV) charging, Uninterruptable Power Source (UPS) or Variable speed drive (VSD); Direct experience supporting EV Chargers is preferred
• Strong customer relationship skills required with ability to project confidence and knowledge to the customer about the products supported and the services/problem resolution process
• Clear and concise communication skills in English are required, Bilingual is a plus
• Proficiency in using Windows based applications; Microsoft Word and Excel is required
• Must be able to lift a minimum of 50 pounds
• Capability and willingness to travel domestically, up to 30% required, primarily for training or related projects supporting our EV Chargers testing or product development
• Candidates must already have a work authorization that would permit them to work for ABB in the US

Benefits

• Retirement plan
• Disability insurance
• Life insurance
• Wellbeing program
• Healthcare plan

More about us

ABB E-mobility is a world leader in EV charging technology with a strong R&D pipeline and an unparalleled global reach. With our robust product portfolio of innovative holistic solutions – from grid to charge point and domestic installations to large fleet depots – we are actively enabling the future of e-mobility, not just predicting it. The exciting developments within this sector perfectly align with our Mission to Zero initiative, aiming to support cleaner and greener communities for all. We look forward to receiving your application. If you want to discover more about ABB, take another look at our website www.abb.com. Equal Employment Opportunity and Affirmative Action at ABB ABB is an Equal Employment Opportunity (EEO) and Affirmative Action Employer encouraging diversity in the workplace. All qualified applicants will receive consideration for employment without regard to their race, creed, color, ancestry, religion, sex, national origin, citizen status, age, sexual orientation, gender identity, disability, marital status, family medical leave status, or protected veterans status. For more information regarding your (EEO) rights as an applicant, please visit the following websites: https://www.eeoc.gov/sites/default/files/2022-10/EEOC_KnowYourRights_screen_reader_10_20.pdf https://www.dol.gov/sites/dolgov/files/OFCCP/pdf/pay-transp_%20English_formattedESQA508c.pdf As an Equal Employment Opportunity and Affirmative Action Employer, applicants may request to review the Affirmative Action Plan of a particular ABB facility between the hours of 9:00 A.M. - 5:00 P.M. EST Monday through Friday by contacting an ABB HR Representative at 1-888-694-7762. Protected veterans and qualified individuals with a disability may request a reasonable accommodation if you are unable or limited in your ability to use or access ABB's career site as a result of your disability. You may request reasonable accommodations by calling an ABB HR Representative at 1-888-694-7762 or by sending an email to US-AskHR@abb.com. Resumes and applications will not be accepted in this manner. #LI-Hybrid