Principal Technical Support Engineer at ABB

A bout the Job

You will be working as Principal Technical Support Engineer and will be the part of Electrification business area for Services division based in Longmeadow, South Africa. In this role you will be reporting to Local Division Manager ELSE and will be responsible to provide technical assistance to internal and external customer and ensure timely and cost-effective support in accordance with standard processes, procedures and safety guidelines.

Your responsibilities

• Applying safety rules and safe practices as well as environmental responsibilities, reporting unsafe practices, behaviors and incidents, ensuring customer retention by delivering superior customer experiences, supporting most complex technical support cases and keeping track of clusters of recurring issues
• Contributing to customer satisfaction by executing support work according to customer expectation, having a clear understanding of sense of urgency and care in the direct area of responsibility and knowing how to communicate with customers
• Identifying technical problems and analyzing them through communication with customers and remote connections to assets (when applicable) for a large range of services and products in which they are certified to perform
• Coaching technical support engineers, acting as a technical consultant for system-level/application specific issues in own specific area of expertise, proactively planning and executing work on a first-time right approach with customers and ensuring the job is done on time and on quality
• Preparing all documents and customer reports to be acknowledged by the customer representative, utilizing all relevant support and reporting tools to document work, according to the global end-to-end processes
• Executing wrap-up and follow-up (when needed) of support cases in a timely manner, ensuring learnings from on-going support cases are used to create/update knowledge documentation
• Identifying improvement needs and potential solutions for them in the way of working and the products in question and drives improvement actions in own area of responsibility, working under pressure, record keeping of current work in progress, keeping up to date with acts and solutions

Your background

• Bachelor’s Degree in B.SC Electrical Engineering / Electrical Qualification
• Minimum 5 years of experience in Experience LV switchgear, automation, logics will be an advantage
• Fluency in English language is mandatory