- Troubleshoot customer reported problems, identifies causes of problems, researches and formulates solutions and advises customer of potential solutions, and implements or assists customer with implementing the solutions;
- Support ABB Applications/Solutions supported platform components;
- Provide consultation, diagnosis, escalation, status reporting and resolution implementation to reported problems;
- Investigate problem situations to determine appropriate method of resolution; identify workarounds or requirement for a software fix to reported problems;
- Investigate reported problems and defects at a detailed level, to enable developers to easily reproduce and fix software defects;
- Distinguish between reported errors and change requests.
- Ensure customer service level agreements are met;
- Respond to all customer inquiries in a courteous, efficient and timely manner;
- Maintain customer records keeping them correct and up-to-date;
- Respond to customer inquiries concerning systems usage and operations;
- Liaise with Professional Services’ Project Managers to ensure implementation projects receive the necessary support;
- Liaise with colleagues and other teams to resolve issues and drive enhancements requested by the customer;
- Follow up on customer surveys;
- Conduct research and communicate enhancements to software to appropriate departments;
- Identify and document the need for tools to assist in supporting the team and/or the customer;
- Provide updates, status and completion information to manager, problem request tracking system;
- Provide status overviews to management;
- Ability to take ownership of assigned tasks;
- Is a team player, and has a desire to learn;
- Ability to work under pressure and prioritize workload within tight deadlines;
- Leads by example; seeks opportunities and has a positive outlook.
- Requires extensive knowledge of one or more of the technical areas represented by the Equipment Reliability Suite product—customer server and web architecture and technologies;
- Adequate Knowledge on one or more ABB Application/Solutions functionality;
- Must have excellent troubleshooting skills;
- 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;
- Web technologies and database technologies is a plus;
- Tools/Utilities: Microsoft Office, Outlook, SalesForce, VersionOne, WebEx;
- Requires the ability to establish and maintain effective working relationships at all levels within both customer organizations and ABB;
- Must be able to work in a team environment, yet be self-directed, proactive, and action-oriented (Must be able to work independently with minimal supervision);
- Excellent writing and presentation skills;
- Technical skills in programming, SQL and system administration is a plus;
- Fluent English both written and spoken;
- French will be an asset.
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- An interesting job in a company promoting innovative and modern technologies;
- Opportunity for professional development in an international environment and for increasing your abilities and skills in various areas;
- Employment in a stable company with an established position in the market;
- Attractive salary based on your professional experience and skills;
- Good working environment.
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