Technical Support Expert - Micro Drives

ABB in New Berlin, WI, is hiring a Technical Support Expert for Micro Drives, for the Motion Drive Products Division. The Technical Support Expert – Micro Drives - provides technical support to ABB Customers, Sales Channel, Product Management Teams, and ABB Drive Services. The area of technical support includes but is not limited to AC and DC Variable Frequency Drives (VFDs), Connectivity, Programmable Logic Controllers (PLCs), Three Phase Power, and System Control Wiring.

The work model for the role is: Hybrid in New Berlin, WI.

Your role and responsibilities:

• Technical Support subject matter expert for micro series low voltage drives: ACH/S 180 series, ACS255, ACS380/E and subsequently released micro drive products.
• Provide technical support via phone and email for cases escalated due to the advanced and unique technical problems related to the application of Micro Drives. Technical Support includes commissioning, troubleshooting, part Identification, and warranty evaluation, and in some cases, hands on product testing in the application engineering lab working on electrical equipment up to 600 VAC, while following safe work practices.
• Analyze problems and initiate effective measures for their solution. Coordinate activities with related teams to efficiently achieve objectives to ensure customer satisfaction. Collaborate with Engineering & Product Management to ensure the Technical Support team receives all relevant product releases and updates in a timely manner. Proactively contribute feedback to the Quality department regarding product quality issues, including reviewing failure analysis reports.
• Lead technical writing projects to create internal documents for Technical Support and cross functional teams that clearly describe the technical issue, how to diagnose the issue, and the course of action to resolve the issue. This includes the development of tech notes, presentations, and legacy product support documents (spare parts lists, migration planning, etc.).
• Collaborate with Application Engineering and the Training team to create and lead Micro Drive product and application training content to develop the skillset and knowledge of less experienced Technical Support team members.
• Execute product warranty while ensuring customer satisfaction and simultaneously achieving cost-control objectives. Provide labor authorization for Drives Authorized Service Contractors (DASCs) to perform troubleshooting and repair work on Drives at customer sites throughout North America.
• Required to support calls from the Technical Support queue when deemed necessary due to peak call volume.
• Thoroughly document each reportable case in the Salesforce Case Management System.

Our Team Dynamics

Our teams support each other, collaborate, and never stop learning. Everyone brings something unique, and together we push ideas forward to solve real problems. Being part of our team means your work matters - because the progress we make here creates real impact out there.

Qualifications for the role:

• 6+ years of previous technical support/remote support/troubleshooting over the phone, experience working with ABB Variable Frequency Drives.
• Must be competent with ABB Micro Drive products.
• Must have and be able to demonstrate a firm understanding of Variable Frequency Drives (6 pulse drives, Active Front End/Ultra Low Harmonic Drives, Regen Drives, AC & DC Motors, Control system wiring logic, PLCs, and communication protocols (BACnet, Modbus, Ethernet IP).
• Knowledge and experience in HVAC, Water and Wastewater, and Industrial applications for AC VFDs.
• Ability to respond to inquiries from customers and communicate effectively in English, both verbal and written. Must be computer-literate.
• Willingness to travel 5-10%, Requires Valid US Driver’s License.
• Candidates must already have work authorization that would permit them to work for ABB in the US.

More about us

ABB Drive Products serves the industries and infrastructure segments with world-class drives and programmable logic controllers (PLC). With its products, global scale and local presence, the Division helps customers to improve energy efficiency, productivity and safety.

What's in it for you

We give you the space to lead, the support to grow, and the chance to make a difference. Whether you're solving problems, building something new, or helping others succeed, your impact is real. You’ll be part of a team that values your voice and celebrates your progress.

ABB is an Equal Employment Opportunity and Affirmative Action employer for protected Veterans and Individuals with Disabilities at ABB.

All qualified applicants will receive consideration for employment without regard to their- sex (gender identity, gender expression, sexual orientation), marital status, citizenship, age,  race and ethnicity, inclusive of traits historically associated with race or ethnicity, including but not limited to hair texture and protective hairstyles, color, religious creed, national origin, pregnancy, physical or mental disability, genetic information, protected Veteran status, or any other characteristic protected by federal and state law.

For more information regarding your (EEO) rights as an applicant, please visit the following websites: https://www.eeoc.gov/sites/default/files/2023-06/22-088_EEOC_KnowYourRights6.12ScreenRdr.pdf

As an Equal Employment Opportunity and Affirmative Action Employer for Protected Veterans and Individuals with Disabilities, applicants may request to review the 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 Individuals with Disabilities 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.

ABB Benefit Summary for eligible US employees

[excludes ABB E-mobility, Athens union, Puerto Rico]

Go to MyBenefitsABB.com and click on “Candidate/Guest” to learn more

Health, Life & Disability

• Choice between two medical plan options: A PPO plan called the Copay Plan OR a High Deductible Health Plan (with a Health Savings Account) called the High Deductible Plan. 
• Choice between two dental plan options: Core and Core Plus
• Vision benefit
• Company paid life insurance (2X base pay)
• Company paid AD&D (1X base pay)
• Voluntary life and AD&D – 100% employee paid up to maximums
• Short Term Disability – up to 26 weeks – Company paid
• Long Term Disability – 60% of pay – Company paid.  Ability to “buy-up” to 66 2/3% of pay.
• Supplemental benefits – 100% employee paid (Accident insurance, hospital indemnity, critical illness, pet insurance
• Paid Parental Leave
• Employee Assistance Program
• Health Advocate support resources for mental/behavioral health, general health navigation and virtual health, and infertility/adoption
• Employee discount program

Retirement

• 401k Savings Plan with Company Contributions 
• Employee Stock Acquisition Plan (ESAP)

Time off

ABB provides 11 paid holidays. Salaried exempt positions are provided vacation under a permissive time away policy.