Technical Support Specialist
hace 2 semanas
This is a Technical Support Specialist role for ABB Control Systems and other automation and digital solutions. You will be a part of Process Automation Business Area for Process Industries Division based in Merida, Mexico. In this role you will be reporting to Global Channel Support Manager and will be part of the Global Channel Support team working under Mexico Technology & Engineering Center (MXTEC).
**Responsibilities**
- Support pre-bid technical queries, advising best-fit solution, product positioning, technical queries on system capabilities, limitations, licensing, lifecycle status, etc. and to validate solutions, BOM (Bill of Materials) generated by Partners before order is placed.
- Lead technical discussions along with Partners & their customers on ABB control system products and industry specific solutions such as Batch Mgmt. solutions, Water Solutions, etc., and own the offered solution.
- Supports Partners with both, Sales and customized Technical/hand-on engineering Trainings on products and solutions offered.
- Provide technical guidance to new Partners on initial system configurations, controller configurations, graphic configurations, system sizing (servers/workstations/switches), etc.
- Will be the first support contact for Partners. Assist Partners, to the extent remotely possible, taking accountability of the Product related technical issue & resolution of the same.
- Liaise with Product Managers & L3 (Level 3) team on product related issues on an ongoing Partner project and lead the follow-up of issue resolution with L3 team, in cases where there is no local Partner support team in LD’s.
**Responsabilidades**
- Asistir en las consultas técnicas previas a la oferta, asesorando sobre la solucion más adecuada, el posicionamiento del producto, las consultas técnicas sobre las capacidades del sistema, las limitaciones, las licencias, el estado del ciclo de vida, etc. con el fin de validar las soluciones y la lista de materiales (BOM) generada por los socios antes de realizar el pedido.
- Dirijir discusiones técnicas junto con los socios y sus clientes sobre los productos del sistema de control de ABB y las soluciones específicas de la industria, como Batch management. soluciones, Water Solutions, etc., y coordinar como responsable de la solución ofrecida.
- Brindar asistencia a los socios con capacitaciones de ventas y de ingeniería técnica/práctica personalizadas sobre los productos y las soluciones que se ofrecen.
- Brindar orientación técnica a los nuevos socios sobre las configuraciones iniciales del sistema, las configuraciones del controlador, las configuraciones gráficas, el dimensionamiento del sistema (servidores/estaciones de trabajo/conmutadores), etc.
- Ser el primer contacto de soporte para los socios. Ayudar a los socios, en la medida de lo remotamente posible, a asumir la responsabilidad del problema técnico relacionado con el producto y la resolución del mismo.
- Servir de enlace con los gerentes de producto y el equipo L3 (Nível 3) sobre problemas relacionados con el producto en, el proyecto en curso del socion comercial y liderar el seguimiento para a solución de probelmas técinos con el equipo L3, en los casos en que no haya un equipo de soporte local para socios en LD.
**Experience and qualifications**
- Minimum Bachelor’s degree in Engineering
- Minimum 5+ years of relevant experience
- Having international exposure, handling Customer/Channel Partner support roles, is a plus
- Excellent communication skills
**Experiência y calificaciones**
- Licenciatura en Ingeniería
- Mínimo 5+ años de experiência relevante
- Experiência práctica en ingeniería de proyectos con productos ABB Control System, ya sea en System 800xA, Symphony Plus SCADA, Freelance DCS y experiência específica en la industria con aplicaciones de gestión de lotes o soluciones de agua
- Tener exposición internacional, manejar roles de soporte de Cliente/Socio de Canal, es una ventaja (más no indispensable)
- Excelentes habilidades de comunicación
- Inglés avanzado indispensable para llevar la comunicación interna y con los lideres de proyectos
This is a Technical Support Specialist role for ABB Control Systems and other automation and digital solutions. You will be a part of Process Automation Business Area for Process Industries Division based in Merida, Mexico...
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