Technical Support Engineer

Are you ready to work with a purpose? At ABB, you can be sure you’re helping to create a better world. Together, we can touch the lives of millions by creating sustainable power plants in remote corners of the world or improving safety for workers in auto plants. ABB is seeking a Technical Support Engineer (TSE) who’s primarily responsible for providing high-level technical support services to ABB customers on our Applications/Solutions including installing, troubleshooting, tuning and administering in the customer technical environment. The TSE will resolve software issues and questions reported to the Customer Support Team by clients or on-site ABB implementation staff on behalf of clients.
The TSE will deliver professional and courteous customer support service and promote a productive and positive relationship with customers in typical day-to-day interactions. When necessary, escalate customer support issues of a technical or product-related nature to the Customer Support Manager. Also, participate in and contribute to team efforts, assist with management decisions and manage your individual contributions.
Typical duties/responsibilities may include, but are not limited to, the following:
Primary Responsibilities:
• Understand, troubleshoot, analyze, and resolve software issues reported to GCC by clients and/or ABB implementation staff
• Apply and utilize knowledge gained from industry/product expertise and technical understanding to quickly identify issues and render solutions. Provide an outstanding customer experience at all times – live & breathe client satisfaction
• Assists with installation, setup, configuration, and troubleshooting of 3rd party software products.
• Provide an outstanding customer experience at all times – live & breathe client satisfaction
• Ensure that customer inquiries/concerns are resolved in a timely manner.
Technical Development Skills:
• Knowledge of one or multiple of the following technologies would be advantageous
o UNIX, Linux, Windows Servers
o Ellipse Materials, IMS Product Suite, and LinkOne
• Understanding the development process flow, not pertaining to coding abilities
• Web technologies: C# / ASP.net (2.0, 3.0, 3.5, 4.0), HTML/XHTML, JavaScript, CSS
• Database technologies: Microsoft SQL Server / T-SQL Procedures; Oracle / PL/SQL Procedures.
• Tools/Utilities: Microsoft, Outlook, SalesForce, VersionOne
Reasoning Ability:
• Define problems, collect data, establish facts, and draw valid conclusions.
• Combines technical understanding and industry/product knowledge in order to quickly identify issues and render solutions. Must be able to step back, assess the problem at hand and understand how important/unimportant the particular issue is to the client all while keeping the big picture in mind.
• Ability to work with mathematical concepts such as probability and statistical inference, and fundamentals of plane and solid geometry and trigonometry. Ability to apply concepts such as fractions, percentages, ratios, and proportions to practical situations.
Language Skills:
• Read, analyze, and comprehend technical and functional documentation, including traces for Java and COBOL programs.
Basic qualifications:
• Bachelor’s Degree and five (5) years of experience
OR:
• Master’s Degree and three (3) years of experience
Alternatively, this position could be staffed at a higher level meeting the following qualifications:
• Bachelor’s Degree and eight (8) years of experience
OR:
• Master’s Degree and six (6) years of experience
Preferred qualifications:
• Knowledge of one or multiple of the following technologies would be advantageous
o UNIX, Linux, Windows Servers
o Ellipse Materials, IMS Product Suite, and LinkOne
• Understanding the development process flow, not pertaining to coding abilities
• Web technologies: C# / ASP.net (2.0, 3.0, 3.5, 4.0), HTML/XHTML, JavaScript, CSS
• Database technologies: Microsoft SQL Server / T-SQL Procedures; Oracle / PL/SQL Procedures.
• Tools/Utilities: Microsoft, Outlook, SalesForce, VersionOne
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:
http://www1.eeoc.gov/employers/upload/eeoc_self_print_poster.pdf
http://www1.eeoc.gov/employers/poster.cfm. http://www.dol.gov/ofccp/regs/compliance/posters/pdf/OFCCP_EEO_Supplement_Final_JRF_QA_508c.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.