Technical Support Expert – PLC & HMI Platform

About ABB

At ABB, we help industries outrun - leaner and cleaner. Here, progress is an expectation - for you, your team, and the world. As a global market leader, we'll give you what you need to make it happen. It won't always be easy, growing takes grit. But at ABB, you'll never run alone. Run what runs the world.

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.

Position Details

Reports to: Senior Technical Support Manager

Location: New Berlin, WI

Work Model: Hybrid (#)

About the Role

The Technical Support Expert – PLC & HMI Platform 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 Programmable Logic Controllers (PLCs), Human Machine Interface (HMIs), Connectivity, System Control Wiring and integration with AC and DC Variable Frequency Drives (VFDs). This role supports Motion Drive Products and serves as the Technical Support subject matter expert for the AC500 and CP600 platforms.

Responsibilities

You will be mainly accountable for:

• Provide technical support via phone and email for cases escalated due to advanced and unique technical problems related to the application of AC500 PLCs and CP600 HMIs
• Perform technical support including commissioning, troubleshooting, part identification, and warranty evaluation
• Conduct 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 technical issues, how to diagnose them, and courses of action to resolve them
• Develop 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 AC500 and CP600 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
• 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
• Follow and comply with all safety and work rules and regulations
• Maintain departmental housekeeping standards

Qualifications

• 6+ years of previous technical support, field service, or engineering experience working with Programmable Logic Controllers and HMIs
• Must be competent with PLC and HMI products
• Preferred experience with AC500 and CP600
• Preferred understanding of:
• Variable Frequency Drives (6 pulse drives, Active Front End/Ultra Low Harmonic Drives, Regen Drives, & Multi-Drive configurations)
  • AC & DC Motors
  • Control system wiring logic
  • PLCs
  • Communication protocols (BACnet, Modbus, Ethernet IP)
• Knowledge and experience in HVAC, Water and Wastewater, and Industrial applications for PLCs and HMIs
• 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%
• Valid Driver's License required
• Candidates must already have a work authorization that would permit them to work for ABB in the US

Why ABB?

We want you to bring your full self to work—your ideas, your energy, your ambition. You'll have the tools and freedom to grow your skills, shape your path, and take on challenges that matter. Here, your work creates impact you can see and feel, every day.

Benefits

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)
• Parental Leave – up to 6 weeks
• 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

• Salaried exempt positions are provided vacation under a permissive time away policy

Equal Employment Opportunity

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: 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.

For more information on benefits, visit My BenefitsABB.com and click on "Candidate/Guest".