Service Support Specialist

BlackBerry Inc.; Whitby; Hybrid; CAD 62,000 - 91,000; Full time

Job summary

ABB in Whitby, Ontario is seeking a dedicated administrative specialist to support warranty and service operations. You will handle customer concerns, warranty claims, and orders, while coordinating end-to-end service processes with internal teams and external providers.

You will leverage SAP and MS Office to document activity, generate KPI reports, and contribute to continuous improvement of service delivery. A business education and 2+ years of related experience are preferred.

Qualifications

• Postsecondary education in Business Administration or a related field.
• 2+ years of experience in customer service, warranty administration, repair operations, or a related function.
• Proficiency with SAP and Microsoft Office Suite, including transaction processing, reporting, and record management.

Responsibilities

• Manage customer concerns, warranty claims, repair returns, and warranty orders, ensuring timely and accurate resolution while maintaining high levels of customer satisfaction.
• Coordinate end-to-end service processes, including service notifications, warranty and repair orders, labor authorizations, purchase orders, and shipment tracking.
• Investigate, analyze, and resolve warranty-related issues independently and in collaboration with technical support teams, recommending corrective and preventive actions where needed.
• Act as the local owner of customer care and warranty processes, driving continuous improvement initiatives to enhance quality, productivity, efficiency, and cost performance.
• Monitor and oversee service delivery by external providers, ensuring compliance with ServiceLevel Agreements (SLAs) and identifying opportunities for improvement.
• Prepare and deliver KPI reporting, maintain process documentation, and provide insights to support operational performance and decision-making.
• Develop training materials, FAQs, and business-specific administrative resources while delivering high-quality administrative support that meets evolving business needs.

Skills

Customer service

Warranty administration

Repair operations

Communication skills

Multitasking

Education

Postsecondary education in Business Administration or related field

Tools

SAP

Microsoft Office Suite

Job description

At ABB, we help industries run leaner and cleaner—and every person here makes that happen. You’ll be empowered to lead, supported to grow, and proud of the impact we create together. Join us and help run what runs the world.Your role and responsibilitiesIn this role, you will have the opportunity to provide support services to businesses in various administrative areas. Each day, you will engage internal customers. You will also showcase your expertise by driving efficient support services.The work model for the role is: hybridThis role is contributing to the Factory Service Team in Whitby, Ontario, Canada.This position is a new role.You will be mainly accountable for:Manage customer concerns, warranty claims, repair returns, and warranty orders, ensuring timely and accurate resolution while maintaining high levels of customer satisfaction.Coordinate end-to-end service processes, including service notifications, warranty and repair orders, labor authorizations, purchase orders, and shipment tracking.Investigate, analyze, and resolve warranty-related issues independently and in collaboration with technical support teams, recommending corrective and preventive actions where needed.Act as the local owner of customer care and warranty processes, driving continuous improvement initiatives to enhance quality, productivity, efficiency, and cost performance.Monitor and oversee service delivery by external providers, ensuring compliance with ServiceLevel Agreements (SLAs) and identifying opportunities for improvement.Prepare and deliver KPI reporting, maintain process documentation, and provide insights to support operational performance and decision-making.Develop training materials, FAQs, and business-specific administrative resources while delivering high-quality administrative support that meets evolving business needs.You will join a highly adaptable team, where you will be able to thrive.Qualifications for the rolePostsecondary education in Business Administration or a related field.2+ years of experience in customer service, warranty administration, repair operations, or a related function.Proficiency with SAP and Microsoft Office Suite, including transaction processing, reporting, and record management.Ability to manage multiple priorities, maintain accurate documentation, and ensure compliance with established processes and procedures.Effective communication skills and experience working with customers, service providers, and internal stakeholders to support warranty and repair operations.Preferred QualificationsExperience with warranty management systems or ERP softwareKnowledge of service delivery processes in manufacturing environmentsExperience with process improvement methodologies (Lean, Six Sigma)More about usABB is a leading global technology company that energizes the transformation of society and industry to create a more productive, sustainable future. With operations in more than 100 countries and employing about 105,000 people, ABB offers innovative solutions across power, robotics, and automation.While base salary is determined by things such as the successful applicant’s qualifications and experience, this position is expected to pay between $62,325 and $91,410 annually and is bonus eligible.Automation / Measurement and Analytical / Business Line AnalyticalWhitby, ON, CanadaABB may utilize Artificial Intelligence (AI)–enabled tools as part of its recruitment and selection processes. These tools are used solely to support and enhance decision-making; final hiring decisions are made by ABB recruitment professionals. ABB is committed to ensuring that all recruitment practices are conducted in a fair, transparent, and non-discriminatory manner, in compliance with applicable laws.Employment Equity & Inclusion Statement (Canada)ABB values the dedication, commitment, and expertise of all our employees. As an Employment Equity Employer, we are committed to fostering an inclusive and diverse workplace. We actively support the principles of the Employment Equity Act and strive to build a workforce that reflects Canada’s diversity, including:• Women• Indigenous Peoples• Members of visible minorities• Persons with disabilitiesABB is committed to providing reasonable accommodations to applicants with disabilities. If you require accommodation during any stage of the recruitment process, we encourage you to let us know.