ABB; Global Customer Support Engineer (2017)
Below positions will be based in Bali, Indonesia
Position 1: Global Customer Support Engineer (GCC) - ID61366677
ABB (www.abb.com) is a leader in power and automation technologies that enable utility, industry, and transport and infrastructure customers to improve their performance while lowering environmental impact. The ABB Group of companies operates in roughly 100 countries and employs about 145,000 people.
And as the leading enterprise software and service partner for the world’s asset intensive industries, ABB knows what it takes to be an innovative market leader. Whether it’s powering the world’s great cities, pioneering the future in human-robotic collaboration, or flying a solar-powered plane around the world, ABB has a commitment to technical innovation. ABB recognises that the thing that fuels innovation is the passion and skill of our people, and this role is an opportunity to become part of that.
ABB in Indonesia was established in 1986. ABB in Indonesia employs over 800 people. Our aim is to provide equal opportunities and to ensure a healthy growth oriented environment for all our employees.
If you are dynamic person who seek for challenges and good career development, join our dynamic and challenging engineering environment, where you will obtain an understanding of engineering activities for the position below:
We are currently recruiting for several positions in the opening of our new Indonesian office, located in Bali. This is a chance to work in supporting our customers using the products in our Intelligent Mining Solution. You will be working with a team that understands the value of support in customer satisfaction, values your contribution and is grateful to have you as part of the team.
Your key responsibilities will include:
• Act as first point of contact and owner of queries and issues raised by the Customer.
• Provide consultation, diagnosis, escalation, status reporting and resolution implementation to reported problems.
• Ensure Customer service level agreements are met.
• Investigate problem situations to determine appropriate method of resolution; identify workarounds or requirement for a software fix to reported problems.
• Enter commands and observe system functions to verify correct system operation.
• Investigate reported problems and defects at a detailed level, to enable developers to easily reproduce and fix software defects.
• Co-ordinate inclusion of software repairs in patches with developers.
• Respond to client inquiries concerning systems usage and operations in a courteous, efficient and timely manner.
• Maintain Customer records, keeping them correct and up-to-date.
• Co-ordinate installations of maintenance revisions to software with Customers.
• Distinguish between reported errors and change requests.
• Liaise with Professional Services’ Project Managers to ensure implementation projects receive the necessary support.
• Liaise with colleagues and other teams to resolve issues and drive enhancements requested by the Customer.
• Interaction with Sales regarding any opportunities with Customer.
• Interaction with Finance and Renewals to stay in tune with Customer contract and financial position.
• Follow up on Customer survey feedback.
• Coordinate and manage Customer meetings.
• Build rapport and relationships with Customer technical and business contacts.
Requirements:
• Degree level education in Computer Science or Business Management (required).
• Degree level education in IT or equivalent work experience (desired).
• Demonstrable diagnostic and troubleshooting skills in an enterprise application support environment.
• Understanding of Mining business.
• Understanding of real-time software systems.
• Understanding of minimum one IMS application.
• Experience handling time-critical Customer problems.
• Excellent verbal and written communication.
• Ability Preparing and delivering presentations to a critical audience.
• Customer Service and Relationship Building skills.
• Motivated self-starter who can proactively take initiative.
• High attention to detail and results.
• Excellent individual and team process and organizational skills; conveys a sense of teamwork, respectful of others, seeks to work towards a common goal
• Highly dependable.
• Good in English.
• Ability to work in a multinational environment and within a matrix organization.
Working in our new office in Bali, you will be joining an elite team of developers across the APAC region and some of the best technical and commercial talent in ABB. You will have a real opportunity to develop an outstanding career with ABB and you will have the opportunity to truly lead your own career both locally and through our global network.
ABB is an Equal Employment Opportunity Employer encouraging diversity in the workplace. All qualified applicants will receive consideration for employment without regard to race, religion, gender, national origin, sexual orientation, marital status, age or disability.
If you feel this is the opportunity you have been looking for we look forward to speaking with you.
Additional Information:
Our application selection process consists of a phone interview and assessment center consist of a face-to-face interview and a pre-employment medical test.
Kindly submit your application by 26th May, 2017. You may follow the below steps:
• Follow the link www.abb.com/careers
• Choose country – Indonesia
• Apply for the relevant job
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