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This Position reports to:
EL Customer Operations Manager
Your Role And Responsibilities
In this role, you will have the opportunity to support the assigned Sales organization (division and market) and customers during the proposal process. Each day, you will serve as a key technical resource in the assigned area. You will also showcase your expertise by preparing technical descriptions of the products and technology, determining costs, and preparing final documentation.
The work model for the role is: Hybrid with 4 days x week on site (ABB San Pedro office) 1 day from home.
- Main Accountabilities:
- Sales support. Part of the Warranty team for product manufactured out of the Smart Power Monterrey HUB for ETO/CTO covering Switchboards, Power Panels, MCC & LIS offerings. Position will provide comment on specifications for customers/channels/Sales Engineers regarding ABB products/systems/applications. Provides technical support during technical meetings, product presentations and negotiations.
- Diagnostic studies. Performs analytic and diagnostic studies to determine most suitable technical solution to meet customer needs. Proposes technical solutions for complex enquiries.
- Customer Focus. Pro-active communication with the sales team and other internal functions to guarantee customer satisfaction by providing relevant information and solutions to the case and reported situation.
- Ensures the resolution of post-sales customer requests/complaints/ disputes (e.g. damage, shortage, technical, warranty, non-conformity, commercial returns, etc.) by coordinating with Sales, Operations, Feeder Factory Quality, and other internal and/or external teams. Be an escalation point for technical issues reported by customers.
- Presentations. Prepares and delivers technical presentations and demonstrations for both internal staff and customers on complex product issues. Responsible for Warranty reporting and insights. Report back to the HUB & plants areas of oppty, frequent issues, and focus areas for quality teams in factories to work on. Service level metrics. Time to solve caes, Tracking of "free of charge" orders, among others.
- Technical Documentation. Prepares and checks technical documents for submittal to customers.
Qualifications For The Role
- High energy level, self-starter, highly analytical, and strong customer service
- Engineer with experience in the electrical, and power systems industry.
- An strong interest in customer service facing dynamics, with a strong sense of urgency that aligns to warranty claims and on-field customer emergencies.
- Strong organizational skills with high attention to detail and sense of urgency in dealing with tasks.
- Experience in electrical manufacturing for switchboards, transformers, panelboards, motor control centers, and/or other electrical components.
We value people from different backgrounds. Could this be your story? Apply today or visit to read more about us and learn about the impact of our solutions across the globe.
