Description

Technical Support Specialist

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.

As a Technical Support Specialist, he/she will represent Process Automation (PA) Process Control Platform (PCP) Organization to delivers high quality and efficient after sales support services on Control system product\system to ABB internal customers (local business units in different countries) within South East Asia region (mainly Singapore, Malaysia, Indonesia, Thailand, Vietnam, Australia and New Zealand, ) or even globally sometime, the internal industry BUs include energy, oil and gas, chemicals and pharmaceuticals, power, pulp and paper, metals, cement, minerals, datacenters, food and beverage, marine and ports.

PAPCP support line is a global organization located in Singapore, United States, Germany, Italy, Sweden, China, India and Japan.

Reporting to Technical support Manager, you will be managing critical customer issues and facilitating communication between business units and development teams. This position is based in Singapore.

Your responsibilities

• Being the highest level (Level3) of technical escalation for the internal business units / customers for the whole portfolio of automation products, handling escalations from tier 1 & 2 technical support teams from different countries
• Providing control product and system technical expertise in DCS and PLC products (system 800XA, Symphony Plus and system Freelance etc.) and giving technical guidance during FAT, SAT, product testing, field testing, deployment and operational phases for ABB customers across the globe
• Being a customer advocate for timely resolution of issues and for problem reproduction and escalation. Documenting and reproducing customer related problems
• Coordinating with R&D Team and competence centers for the fix and delivery fix to business units / customers
• Supporting customers during run time activities and providing online trouble shooting support and resolution
• Working with external partners, vendors, and customers to document and distributing FAQs for knowledge transfer and consistently accurate resolutions
• Helping to improve processes, tools, quality and deliver set KPI's with high integrity
• Being SME on product and system provide consultation, advance service support and training service support
• The role would also require the engineer to travel to site on need basis (probably 5% of time) for consulting, training, upgrade, onsite trouble-shooting activities

Your background

• Bachelor's degree or above in industrial automation, instrumentation, electrical or electronics
• Minimum of 2 to 8 years of DCS and PLC experience is needed for technical specialist position, either projects or engineering, commissioning or technical support experience on 800XA, Symphony Plus and Freelance is preferable. Open for fresher with right mindset and attitude
• Good Level of competency in English for writing, speaking, reading. Keen in learning
• A strong focus on safe work practices and dedication to following all relevant workplace safety guidelines
• Good communication skills, problem solving and troubleshooting skills, quality initiative and teamwork spirit

Benefits

• Life insurance
• Flexible work practices
• Accident insurance
• Paid Parental leave (gender neutral)
• Sick pay

More about us

Our Process Automation business offers a range of solutions for process and hybrid industries, including our industry-specific integrated automation, electrification and digital solutions, control technologies, software and advanced services, as well as measurement & analytics, marine and turbocharging offerings. Process Automation is #2 in the market globally.
Based on its deep domain knowledge, experience and expertise in delivering world-class automation products, systems and solutions, a wide area of complimenting digital and collaborative solutions across applications and sectors, the Process Automation business helps customers remain competitive, improving their ROI and running safe and productive operations.

We look forward to receiving your application (documents submitted in English are appreciated). If you want to discover more about ABB, take another look at our website

Recruitment Agencies please be aware that this role is being managed by the internal ABB Talent team directly. We will reach out to our preferred agency partners should we require support. Your adherence to our process is appreciated.

Work model: hybrid #LI-hybrid