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Analytical Products Level 3/4 Service Coordinator

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2018-11-01
Professionals ( > 2 years of work experience)
Tasks:
ABB is seeking an Analytical Products Level 3/4 Service Coordinator, who can coordinate and provide technical support of all ABB Lewisburg (LWB) Analytical Products to customers and channel partners (globally). This person will take the lead resolving customer issues that have been escalated to ABB Lewisburg level 3 and 4 Product Support line, and coordinate the response from LWB technical resources. Additional roles include Teaching LWB customer training classes, analyzer FAT(Factory Acceptance Tests) support and onsite customer service as directed by LWB management.
Typical duties/responsibilities may include, but are not limited to, the following:
800 Phone support coordination for technical calls received in Wickliffe. Staff including level 3 person in LWB will have primary responsibility along with field service in Houston for providing technical phone support. Metrics will be maintained to ensure we are meeting customer expectations of providing best in class technical phone support.
Coordinate and resolve escalated customer issues for level 3 and 4 technical support of all LWB products.
Provide professional training for customers and ABB service personnel regarding LWB products.
Manage, create and communicate service related technical information to end users and ABB Service personnel. Also help manage content on internal and external facing web page www.abb.com/measurement
Administrate LWB Support line action group in Power Help case tracking tool. Create knowledge bank knowledgebase entries into Support line as needed.
Coordinate and lead work of LWB Level 3 Analytical Technical Support Specialist
Technical resource for ABB's field service personnel.
Provide onsite technical support at customer sites on an as needed basis (approximately 10% of time)
Provide technical help with LWB customer Factory Acceptance Tests (FAT)
Review product and service documentation to verify it meets service requirements
Alpha/Beta testing support for new product and software releases, as needed
Provide annual or bi-annual service personnel training (or training material) on new product and software releases, as needed
Requirements:
Basic qualifications:
Associate Degree and 5 years of Analytical Products maintenance and product support experience
OR a special combination of education and experience and/or demonstrated accomplishments
Preferred qualifications:
Bachelor's Degree and 8 years of Analytical Products maintenance and product support experience
Must have an extensive working knowledge of LWB analytical products and software, combined with expert troubleshooting skills
Ability to understand and resolve difficult customer situations with tact and finesse, and to bring issues to closure
Ability to teach technical materials to technical and non-technical personnel
Requires strong oral and written communication skills, and ability to effectively troubleshoot complex products and systems
Additional information
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.
Location:
Lewisburg, West Virginia, USA
Contract type: Regular/Permanent Business unit: Business Unit Measurement & Analytics
Date posted: 2018-08-01 Job function: Service and Maintenance Publication ID: US64810983_E1
ABB (ABBN: SIX Swiss Ex) is a pioneering technology leader in electrification products, robotics and motion, industrial automation and power grids, serving customers in utilities, industry and transport & infrastructure globally. Continuing a history of innovation spanning more than 130 years, ABB today is writing the future of industrial digitalization with two clear value propositions: bringing electricity from any power plant to any plug and automating industries from natural resources to finished products. As title partner of Formula E, the fully electric international FIA motorsport class, ABB is pushing the boundaries of e-mobility to contribute to a sustainable future. ABB operates in more than 100 countries with about 135,000 employees. www.abb.com



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