Service Digital Technical Support Lead (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 run and support the digital solutions within Electrification Service organization. You will also 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 organize first level support in the countries, implement second and third level support and establish processes and best practices globally. Locations: Poland, Italy, UAE, Turkey, Finland

This is a position with global grade

11

Your responsibilities

• Is responsible to ensure service availability and service performance for cloud-based (IoT) applications according to SLA.
• Manage day-to-day execution of cloud service operation delivery, escalation, and relationship management.
• Define support processes, set directions in the areas of service introduction and end user support in collaboration with local service units and the global R&D team.
• Define, optimize, and review Incident Management, Problem Management, Service Requests, and all processes related to domain service delivery and operation.
• 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. Support the sales team with technical expertise in case of challenging technical enquiries from customers.
• Has a clear understanding of sense of urgency and care in the direct area of responsibility and knows how to communicate this to customers.
• Coach technical support engineers.

Your background

• Bachelor’s degree in an Engineering discipline, preferably Electrical or Software Engineering
• 12 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’s 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

Read Full Description