Technical Support Manager

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You will provide vital help to the PC DC Services, EL (Electrification) Power Conversion (ELPC) in Plano, Texas, to meet business needs efficiently and effectively, boosting customer satisfaction by performing all tasks to high quality standards, in line with relevant processes and guidelines. As the Technical Support Manager, you will be leading a team of specialists who provide internal and external technical customer support. You will oversee customer support process, definition, implementation and execution to achieve target levels of service quality, operational efficiency and customer satisfaction.

This position reports to

Project Operations Manager

Your responsibilities

• As the Technical Support Manager, you will ensure the training and technical areas are properly organized, staffed, skilled and directed, including 24x7 call center
• Coach, motivate and develop team. Drives and ensures information sharing and cross collaboration
• Develop, implement and maintains the technical support processes. Participates in customer support related development projects (example, tools, competences, resources)
• Ensures resolution of customer issues by coordinating with internal and external teams
• Drives technical support revenue growth
• Interact with customers and employees to promote business offerings and capabilities
• Implement and owns the technical support process
• Develop and recommend continuous improvements for the technical support team and business
• Lead urgent/emergency customer restoration actions, root cause analyses and corrective actions investigations
• Closely collaborates with quality, sales, services, produce & program management manufacturing and R&D (Research and development) functions on customer satisfaction
• Support TNPS (Transactional Net Promoter Score) metrics & results
• Drives team KPIs (Research and development) and operational metrics
• Travel up to 20 Percent is required

Your background

• Bachelor’s Degree from accredited university with minimum 5 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 with computer based management and administrative tools is required
• Technical experience with critical power products and services
• Strong communication skills with varying levels of the organization
• 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
• Healthcare plan
• Wellbeing program

More about us

In ABB’s Power Conversion division, our customers require reliable and efficient power that supports their growing infrastructure, ensuring that data flows 24x7, while optimizing their footprint, energy costs and operations. They rely on us to provide the latest industry insights and technology to develop solutions needed to meet their evolving challenges. We are a customer-first provider of innovative critical power solutions that are designed for high reliability and performance. Our culture is one of quality and operational excellence which is fueled and supported by our talented people, tools and processes, and our “know how.” 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: https://www.eeoc.gov/sites/default/files/2022-10/EEOC_KnowYourRights_screen_reader_10_20.pdf https://www.dol.gov/sites/dolgov/files/OFCCP/pdf/pay-transp_%20English_formattedESQA508c.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. #LI-Hybrid