Technical Support Expert - PLC & HMI

About the role

ABB Drive Products is hiring a Technical Support Expert for its Motion Drive Products in New Berlin, Wisconsin. The role reports to the Senior Technical Support Manager and covers Programmable Logic Controllers (PLCs), Human Machine Interfaces (HMIs), connectivity, system control wiring and integration with AC and DC variable frequency drives. It is a hybrid position based in New Berlin, WI.

Key responsibilities

• Act as the technical support subject matter expert for the AC500 PLC and CP600 HMI platforms and connectivity to low-voltage ABB drives.
• Provide technical support by phone and email for escalated cases involving AC500 PLCs, CP600 HMIs and drive connectivity.
• Cover commissioning, troubleshooting, part identification, warranty evaluation and, in some cases, hands-on product testing in the application engineering lab on equipment up to 600 VAC, following safe work practices.
• Analyze problems, coordinate with related teams and collaborate with Engineering and Product Management to get product releases and updates in time.
• Give feedback to Quality on product quality issues, including failure analysis reports.
• Lead technical writing projects such as tech notes, presentations and legacy product support documents (spare parts lists, migration planning).
• Work with Application Engineering and Training to create and deliver training content for AC500, CP600 and connectivity.
• Handle product warranties and authorize Drives Authorized Service Contractors to troubleshoot and repair drives at customer sites across North America.
• Support calls from the Technical Support queue during peak volume, document cases in the Salesforce Case Management System, and follow safety rules and housekeeping standards.

Required profile

• 6+ years of technical support, field service or engineering experience with PLCs, HMIs and connectivity to variable frequency drives.
• Associate's or Bachelor's degree in Electrical Engineering or a related field, preferred.
• Knowledge of HVAC, water and wastewater or industrial applications for PLCs and HMIs.
• Ability to communicate effectively in English, verbally and in writing, and computer literacy.
• Willingness to travel 5-10%, valid driver's license, and US work authorization.

Required skills

• Competence with the AC500 PLC and CP600 HMI products.
• Experience with PLCs, HMIs and connectivity to variable frequency drives.