Support specialist ensuring system functionality and user productivity as the first line of technical support. Investigating issues, managing tickets, and provisioning users remotely.
About the role
- Technical Support Specialist offering technical assistance for Medium Voltage Variable Speed Drives at ABB. Ensuring customer satisfaction and support through effective communication and technical skills.
Responsibilities
- Provides technical assistance to internal and external customers
- Ensures timely and cost-effective support in accordance with standard processes, procedures, and safety guidelines
- Contributes to customer satisfaction by executing support work according to customer expectation(s)
- Displays clear understanding of sense of urgency and care in their own area of responsibility and knows how to communicate that to customer(s)
- Ensures customer retention by delivering superior customer experience
- Identifies opportunities to address any additional concerns and reports those opportunities to the account team
- Supports basic technical support cases
- Identifies technical problems and analyzes them through communication with customers and remote connections
- Executes wrap-up and follow-up of support cases, in a timely manner
- Identifies improvement needs in the ways of working and potential solutions for them
- Plans and executes work as per first-time right approach with customers
- Prepares all documents and customer reports to be acknowledged by the customer representative
- Utilizes all relevant support and reporting tools to document work.
Requirements
- Electrical Engineering degree or Electronics college diploma with 10 + years of experience in Medium Voltage Variable Speed Drives (VSD)
- Knowledge of PLC is an asset.
- Strong understanding of Canadian VSD systems, Switchgear, Transformers, Cooling Systems
- Familiarity with heavy industries (Cement, Mining, Oil & Gas, Marine) is an asset.
- Bilingual (French & English)
- Proficient in Microsoft Office
- Knowledge of Microsoft Power Platform is an asset
- Demonstrates initiative, problem-solving, teamwork, and a strong sense of urgency and ownership.
Benefits
- Health insurance
- 401(k) matching
- Flexible working hours
- Paid time off
- Professional development opportunities
Job title
Job type
Experience level
Salary
Not specified
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