What are the responsibilities and job description for the Remote Support Engineer position at ABB E-mobility?
Take your next career step at ABB E-Mobility with a global team that is energizing the transformation of society and industry to achieve a more productive, sustainable future. As a Technical Support Specialist, you will be responsible for remote diagnosis, analysis, troubleshooting, and repair of Electric Vehicle (EV) charging systems. You’ll 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. The Tier 2 Technical Support role is a great launching pad for a career in EV Charging. From here potential career opportunities include; Customer Success, Account Management (Sales), Technical team lead, or post-sale project management.
***The work schedule is Monday-Friday 7am-7pm central time with a rotating morning, evening, after hours and weekend shift***
In This Role, Your Main Accountabilities Will Be
Work with the best specialists in their field, in a diverse environment with unparalleled global reach. Feel inspired by our fast growth. You will have the accountability to own your part in enabling a future of sustainable and efficient mobility. You can also count on a competitive compensation package in line with your capabilities and experience. Diversity, inclusion, and equal opportunities are at the core of what we do. We celebrate different experiences and perspectives, and we aim to empower everyone in the creation of sustainable solutions for people all over the world. Our individual differences make us successful.
About ABB E-Mobility
ABB E-mobility is a world leader in EV charging technology and a partner of choice for the world’s biggest electric vehicle OEMs and nationwide EV charging network operators. With a strong R&D pipeline, our robust product portfolio of innovative holistic solutions – from grid to charge point and domestic installations to large fleet depots – means we are actively enabling the future of E-Mobility, not just predicting it.
***The work schedule is Monday-Friday 7am-7pm central time with a rotating morning, evening, after hours and weekend shift***
In This Role, Your Main Accountabilities Will Be
- Assess and define the scope of work for dispatching to Customer sites or Field Service Engineering team to investigate issues and rectify technical problems effectively.
- Provide first and second-level telephone Technical Support as assigned, including conducting initial assessments and remote troubleshooting. Adhere to case management procedures and keep customers updated on the progress.
- Uphold excellent customer service standards by actively listening to customers, understanding their needs, prioritizing service calls, and ensuring timely closure of all service requests.
- Ensure compliance with Service Level Agreements (SLAs) and maintain timely updates and tracking of call status and information in the customer support database to effectively manage and meet customer expectations.
- Collaborate with internal teams for issue triage and escalate cases as necessary, contributing to the development and implementation of an escalation process.
- Diploma of College Studies (D.E.C), with at least 2 years of experience in technical support within a hardware troubleshooting environment; Bachelor’s degree preferred.
- Technical proficiency with repair troubleshooting, particularly with Linux-based systems and power electronics, ideally within Electric Vehicle (EV) charging, Uninterruptible Power Sources (UPS), or Variable Speed Drives (VSD). Experience in EV Charger support preferred.
- Strong customer relationship skills essential, capable of projecting confidence and knowledge about supported products and service/problem resolution processes, including SLAs.
- Proficient English communication skills essential; French-Canadian bilingualism advantageous.
- Experience with CRM platforms like Salesforce preferred.
- Ability and willingness to travel up to 25% domestically, primarily for training or projects related to EV Charger testing or product development.
- Must possess valid work authorization for employment with ABB in the US.
Work with the best specialists in their field, in a diverse environment with unparalleled global reach. Feel inspired by our fast growth. You will have the accountability to own your part in enabling a future of sustainable and efficient mobility. You can also count on a competitive compensation package in line with your capabilities and experience. Diversity, inclusion, and equal opportunities are at the core of what we do. We celebrate different experiences and perspectives, and we aim to empower everyone in the creation of sustainable solutions for people all over the world. Our individual differences make us successful.
About ABB E-Mobility
ABB E-mobility is a world leader in EV charging technology and a partner of choice for the world’s biggest electric vehicle OEMs and nationwide EV charging network operators. With a strong R&D pipeline, our robust product portfolio of innovative holistic solutions – from grid to charge point and domestic installations to large fleet depots – means we are actively enabling the future of E-Mobility, not just predicting it.