Delivery of aftersales support, provision of first line technical support primarily for field instrumentation devices, but also encompassing the M&A Stonehouse PMU product portfolio. Technical authorship for training material and delivery of training, developing service documentation and processing of M&A Service issues through to resolution.
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Main Accountabilities - Responsibilities, Tasks & Interactions:
Serve as the Company’s principal point of customer contact for all aftersales technical support for field instrumentation devices enquiries within the business unit.
Responsible for delivery of technical support to end user customers and internal service and sales staff, focused on PAMA for field instrumentation but also assisting with other instrumentation in the M&A Stonehouse PMU product portfolio.
Logging of support calls and resolutions onto a common database.
Drive revenue generation through offering of service products (training, spares, field service visits, etc.) to resolve customer issues. Focus on training through technical authorship skills developing and maintaining training material and delivery.
Escalation of common faults to relevant stakeholders including product specialists, field service team, QA, feeder factory or D&D dept’s.
To carry out occasional site visits to both UK and overseas customer sites to resolve issues and deliver training.
Developing and maintaining service documentation (training material service aids, support manuals, FAQ’s, etc.).
Assisting in training of customers and internal staff.
Advising customers on spare part numbers, pricing and availability.
Resolution Owner for UK CCRP (Customer Complaints) regarding aftersales technical support issues.
Field Service Engineers
Repair and Field Coordination Staff and Repair Technicians
ABB PMU Factory Staff
ABB’s UK Channel Partners
Global and Local Product Managers
Technical understanding of field instrumentation devices and other instrumentation.
Ensure own ethical behaviour in line with code of conduct.
Awareness of, and commitment to Health & Safety.
Ensure legal compliance for customers.
Delivering timely resolution to customer enquiries.
Understanding of markets and customers’ expectations.
Attention to detail and ownership.
Adherence to ABB values – Courage, Care , Curiosity and Collaboration.
Degree in electrical/electronic, chemical or other technical engineering discipline.
Technical authorship skills.
Strong communication skills.
Demonstrate excellent customer focus and networking skills.
Technical understanding of field instrumentation device technologies and product range.
Provision of support to end customers giving technical support and advice whilst promoting field service activities and training services.
Delivering rapid resolution to customer enquiries.
Enhance collaborative working relationships with factory and service staff.
Interest in digital solutions to enhance customer support experience.
Pension with matched company contribution
25 days' holiday
Employee Share Acquisition Plan
Additional flexible benefits (cycle to work/dental/health plans/critical illness etc)
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