Service Digital Technical Support Engineer (Locations: Poland, Italy, UAE, Turkey, Finland)

Take your next career step at ABB with a global team that is energizing the transformation of society and industry to achieve a more productive, sustainable future. At ABB, we have the clear goal of driving diversity and inclusion across all dimensions. Together, we are embarking on a journey where each and every one of us, individually and collectively, welcomes and celebrates individual differences.

In this role you will be accountable to support the digital solutions within Electrification Service organization. You will coordinate and supervise Electrification Service and other ABB or external 3rd party supplier resources for the effective delivery and operational performance of the support and services in scope ensuring continuous improvement and compliance. You will also deliver service digital portfolio to ABB Electrification customers and play a crucial role in implementing the service sales strategy. Locations: Poland, Italy, UAE, Turkey, Finland

Your responsibilities

• Responsible for day-to-day execution of cloud service operation delivery, escalation, and relationship management.
• Support more complex technical support cases and prepare all documents and customer reports to be acknowledged by the customer representative.
• Identify technical problems and analyze them through communication with customers and remote connections to assets (when applicable) for a large range of services and products in which they are certified to perform.
• Is responsible to ensure service availability and service performance for cloud-based applications according to SLA.
• Contribute to define support levels, set directions in the areas of service introduction and end user support.
• Collaborate, define, optimize, and review Incident Management, Problem Management, Service Requests, and all processes related to domain service delivery and operation
• Has a clear understanding of sense of urgency and care in the direct area of responsibility and know how to communicate this to customers.
• Coach technical support engineers.

Your background

• Bachelor\xe2\x80\x99s degree in an Engineering discipline, preferably Electrical or Software Engineering
• 10 years of experience in a similar position, preferably in a global, large organization with matrix structure
• At least five years of experience in product support with digital applications, preferably in Service area
• Experience in coordinating and supervising internal and external teams with strong stakeholder management skills
• Experience in establishing and maintaining cloud operations & maintenance including continuous improvement
• Knowledge and practical experience with tools like ServiceNow and Azure DevOps will be preferred
• Fluent English

More about us

Electrifying the world in a safe, smart and sustainable way, ABB Electrification is a global technology leader in electrical distribution and management from source to socket. As the world\xe2\x80\x99s demand for electricity grows, our 50,000+ employees across 100 countries collaborate with customers and partners to transform how people connect, live and work. We develop innovative products, solutions and digital technologies that enable energy efficiency and a low carbon society across all sectors. By applying global scale with local expertise, we shape and support global trends, deliver excellence for customers and power a sustainable future for society. go.abb/electrification We look forward to receiving your application (documents submitted in English are appreciated). If you want to discover more about ABB, take another look at our website www.abb.com. #LI-hybrid

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