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Technical Support Manager

Company: ABB LTD
Location: Plano
Posted on: June 10, 2021

Job Description:

Technical Support Manager

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: gender, LGBTQ+, abilities, ethnicity and generations. Together, we are embarking on a journey where each and every one of us, individually and collectively, welcomes and celebrates individual differences.

ABB's Electrification business is a leading provider of a full range of protection, control and measurement solutions - enabling safer and smarter electricity flow from substation to the point of consumption. We deliver products and systems designed to connect, protect and control electrical systems, ensuring reliability, efficiency and safety for equipment and personnel. For our Marketing, Sales and Product Management team, understanding the full potential of our technology and the trends in our markets is highly rewarding. In addition, helping customers all over the world improve efficiency, save resources and reduce emissions gives our work a powerful sense of purpose. This role reports to Region Service Manager and is located in Plano, Texas. As a Technical Support Manager, you will be responsible for leading a team of specialists who provide internal and external technical customer support. Oversee customer support process, definition, implementation and execution to achieve target levels of service quality, operational efficiency and customer satisfaction.

Your responsibilities

  • Ensures the training and technical areas are properly organized, staffed, skilled and directed, including 24x7 call center. Coaches, motivates and develops team. Drives and ensures information sharing and cross-collaboration.
  • Develops, implements and maintains the technical support processes. Participates in customer support related development projects (e.g., tools, competences, resources).
  • Ensures resolution of customer issues by coordinating with internal and external teams.
  • Drives technical support revenue growth.
  • Interacts with customers and employees to promote business offerings and capabilities.
  • Implements and owns the technical support process.
  • Develops & recommends continuous improvements for the technical support team and business.
  • Leads urgent/emergency customer restoration actions, root cause analyses and corrective actions investigations.
  • Closely collaborates with quality, sales, services, produce & program mgmt. manufacturing and Research & Development (R&D functions on customer satisfaction.
  • Supports Transactional Net Promoter Score (TNPS) metrics & results.
  • Drives team Key Performance Indicators (KPIs) and operational metrics.

Your background

  • Bachelor's degree from accredited university.
  • Minimum 10 years of experience in telecommunication, datacenter or Industrial Segments.
  • Minimum 5 years of Technical/customer service support.
  • Minimum 5 years of people leadership experience.
  • Experience in the use of computer-based management and administrative tools.
  • Work with computers and, as such, results in extensive exposure to Personal Computer (PC) and Cathode Ray Tube (CRT) screens.
  • Technical experience with critical power products and services
  • Requires strong communication skills with varying levels of the organization.
  • Position requires limited travel average of 20%.
  • Candidates must already have a work authorization that would permit them to work for ABB in the US.

Benefits

  • Retirement plan
  • Life insurance
  • Disability insurance
  • Medical insurance
  • Wellbeing program

More about us

We look forward to receiving your application. If you want to discover more about ABB, take another look at our website www.abb.com. Equal Employment Opportunity and Affirmative Action at ABB ABB is an Equal Employment Opportunity (EEO) and Affirmative Action Employer encouraging diversity in the workplace. All qualified applicants will receive consideration for employment without regard to their race, creed, color, ancestry, religion, sex, national origin, citizen status, age, sexual orientation, gender identity, disability, marital status, family medical leave status, or protected veterans status. For more information regarding your (EEO) rights as an applicant, please visit the following websites: http://www1.eeoc.gov/employers/upload/eeoc_self_print_poster.pdf http://www1.eeoc.gov/employers/poster.cfm. http://www.dol.gov/ofccp/regs/compliance/posters/pdf/OFCCP_EEO_Supplement_Final_JRF_QA_508c.pdf As an Equal Employment Opportunity and Affirmative Action Employer, applicants may request to review the Affirmative Action 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 qualified individuals with a disability 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.

Keywords: ABB LTD, Plano , Technical Support Manager, Other , Plano, Texas

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