15 Oct
Software & Support Media
Dubai
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
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 is onsite and it contributes to the Motion Business Area based in Dubai, UAE.
You will be mainly accountable for:
1. 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 by ABB safety and integrity regulations with zero tolerance.
2. Having professional communication with customers, working directly with customers to fulfill service contracts, owning end-to-end process for service contracts such as connecting the data gateways, supporting customers on an urgent basis, generating periodical reports and recommendations to customers.
3. Supporting customers via local tech support phone and support email 24/7, supporting global customers as part of global motion support (GMS), technically supporting customers, partners, and ABB field service engineers, participating in customer meetings with local service sales, doing emergency customer site visits, and customer meetings during critical issues.
4.
Implementing remote condition monitoring on site as needed, supporting investigations, and preparing RCA reports for typical failures, managing all cases via SFDC case management system, ensuring back-up plans to mitigate risks for critical cases.
5. Prioritizing, classifying, answering, and closing support cases coming from local ABB or end customers with service contracts, escalating and coordinating with Global Motion Service (GMS) and Center of Excellence (COE) team as needed.
6. Knowledge sharing with local FSE periodically, monitoring the utilization and reporting in SAP, having regular technical meetings with GMS & COE to get to know people and processes, accumulating know-how by writing FAQs for common issues, actively supporting the global motion support center and local ABB to gain skills and know-how,
for example by holding presentations during service expert days.
7. 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 needed.
Qualifications for the role
- Bachelor’s 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.
More about us
We value people from different backgrounds. Could this be your story? Apply today or visit to read more about us and learn about the impact of our solutions across the globe. #MyABBStory
Publication ID: AE89322179_E2
Important: In order to be employed by ABB you will need to fully comply with/fulfill all local ABB employment requirements/processes.
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▶️ Technical Support Specialist
🖊️ Software & Support Media
📍 Dubai