ABB Robotics

• Service Support Specialist

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.

This role sits within ABB's Robotics business, a leading global robotics company. We're entering an exciting new chapter as we've announced the plan for Soft Bank Group to acquire ABB Robotics. Soft Bank is a globally recognized technology group and investor/operator focused on AI, robotics, and next-generation computing. By joining us now, you'll be part of a pioneering team shaping the future of robotics—working alongside world-class experts in a fast-moving, innovation-driven environment.

About the Role

This Position reports to: Service Team Leader

The work model for the role is:

This role is contributing to the Robotics & Discrete Automation Business Area in Friedberg. You are reporting to the Team Lead – Technical Support.

Key Responsibilities

You will act as the central point of contact for ABB's global service requests, ensuring smooth communication and efficient resolution. You will handle inquiries from customers and internal teams via phone, email, and chat, manage service tickets from creation to follow-up, and address complaints and technician feedback. Additionally, you will support proactive maintenance planning, maintain master data, prepare reports, and update process documentation, all while contributing to an improved customer experience and streamlined service operations.

You will be mainly accountable for:

• Receiving and processing global service requests from customers and internal ABB teams via phone, email, and chat, including clarifying necessary information and ensuring requests are directed to the appropriate teams
• Managing all aspects of service tickets, including creating, updating, assigning, and following up on them, while coordinating technician feedback, addressing complaints, supporting proactive maintenance planning, and processing updates from manufacturing plants
• Maintaining and updating master data, creating reports and statistics, and organizing and archiving operational documents to support efficient service operations
• Preparing and revising process descriptions and work instructions to improve workflows and ensure consistency in service delivery, contributing to continuous improvement initiatives

Qualifications

• Highly skilled in customer support methodologies with a strong understanding of the service and customer-oriented business environment
• Ideally, first experience in customer support or service roles, following a commercial education background, with hands-on experience in handling customer requests and complaints
• Advanced communication skills and the ability to manage conflicts effectively while maintaining a professional demeanor
• Passionate about delivering exceptional customer experiences, prioritizing tasks effectively, and demonstrating resilience in high-pressure situations
• Degree in commercial education (or similar qualifications) with a focus on service or customer support is preferred
• Available to work within the business hours of 8:00 to 17:00 as part of your daily schedule
• Fluent communication in both German and English

Benefits

• Retirement Plan
• Flexible work practices
• Employee Share Acquisition Plan
• Learning & development offering

Why ABB

Working at ABB gives you the opportunity to contribute to a healthier and more prosperous world. Add to your story by joining a passionate team, focused on pushing the boundaries of technology to drive performance, shape new business models and find new ways of working that benefit our customers, partners and society. We want you to be proud of being part of ABB.

We Care

At ABB, we care about our people and their stories. We create safe, fair, equitable and inclusive working environments in which our people can succeed and develop, regardless of gender, ethnicity, sexual orientation or cultural, religious or social background. Diverse teams make us stronger. ABB is also committed to a high standard of integrity in everything we do. In the case of equal suitability, people with severe disabilities and their equals are given preference.

We Grow

We help our people succeed and develop, and we empower them to create their own careers at ABB. Our benefits, reward and development programs encompass a wide array of offerings.

How to Apply

Do you want to shape the future, together with us? Get more insights into our recruitment process and find some helpful tips and tricks how to join the team. Make our story your story.

Interested in joining our team? We are looking forward to receiving your complete application through our online tool.

ABB AG

+49 (0) 621 381 3500

Visit www.abb.com to read more about us and learn about the impact of our solutions across the globe.

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