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, you will be responsible to ABB front end Level 2 support organizations for all aspects of customer issue resolution during system design, acceptance testing, installation, commissioning and long-term operation of installed systems in Process Automation Business Area in Beijing, China.

Reporting to the Service Team Leader, you will thereby interact closely with local ABB customer responsible project and service organizations as well as other PCP Level 3 organizations, Product Management and R&D with occasional direct end customer contact.

Your responsibilities

• Managing support cases concerning PCP products escalated by ABB front end Level 2 organizations maintaining complete transparency to all parties concerning identified issues, current status and plan for resolution as well as ensuring proper case documentation on closure
• Diagnosing and Isolating problems through analysis of user problem descriptions, reviewing of log files, remote diagnostics, etc. in order to provide technical expertise to resolve identified issues
• Reproducing identified issues in lab environment in order to either providing proven resolution to caller’s concerns or ability to represent problem to Level 4 R&D organization in order to identify product defects
• Participating in field/site activities to diagnose and resolve complex issues or conduct system health checks, participating in meetings with front end L2 organizations, other L3 centers, L4 R&D organizations and occasionally end customers to facilitate information gathering and description of planned or implemented resolutions
• Maintaining technical competence for responsible products and third-party technologies, contributing to knowledge database of known product issues to facilitate sharing of information with other support personnel to aid in future problem solving. Identifying systemic issues and participating in the development of field communications to be released to the public
• Participating in product development projects to help defining supportability requirements and product support plans gaining knowledge of new product features and capabilities in preparation of supporting releases of new products, product features or product versions
• Maintaining lab environments keeping systems up to date with new system versions and introduction of new products and components while also maintaining backward combability for all supported product versions
• Providing cross training of L3 personnel both in local and other global L3 organizations. Willing to consult as needed during local non-business hours occasionally

Your background

• A Degree in Electrical Engineering, Mechanical Engineering, Computer Science, Computer Engineering, Software Engineering or equivalent
• Professional experience in process automation business with sound knowledge and hands-on experience in servicing, maintaining or commissioning of systems.
• Knowledge in ABB PAPCP products (800xA, Symphony+, Freelance, etc.)
• A high level of self-motivation, curiosity and desire to learn about new technologies applying a problem-solving solution-oriented mindset
• Demonstrated sense of ownership and responsibility working both individually and in a team.
• Good English communication skills (both verbal and written)
• Must be willing to travel both domestic and international