Application Enginner

BlackBerry Inc.; Ciudad de México; Híbrido; MXN 600.000 - 900.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Performance Bonus

Health insurance

Paid parental leave

Life insurance

Retirement plan

Wellbeing program

Flex days

Employee Assistance Program

Descripción de la vacante

ABB in Mexico City is seeking a Technical Support Engineer to ensure service portfolio delivery by partnering with customers for successful deployment, operation, and maintenance of ABB instruments, software, and systems. You will diagnose, troubleshoot, and remotely assist customers, escalating as needed and sharing knowledge to improve self-service and support efficiency.

You will work with cross-functional teams across ABB to resolve issues, drive customer satisfaction, and support growth of

Formación

• Experience troubleshooting hardware, software, systems or instrumentation equipment.
• Excellent customer-facing communication and relationship management.
• Knowledge of Knowledge-Centered Service (KCS) methodologies is a plus.
• Willingness to travel up to 15% to the US for training and visits.
• Experience delivering technical training or coaching to customers.

Responsabilidades

• Own customer issues through to resolution, including complex technical escalations.
• Provide remote and on-site support for ABB instrumentation products and software.
• Collaborate with R&D, Product Management, Sales and Logistics to identify root causes and solutions.
• Share technical knowledge to improve self-service and support efficiency.
• Build trusted relationships with customer engineering and operations teams and promote success.

Conocimientos

Customer-facing comms

Problem-solving

Cross-functional collaboration

Willingness to travel

Descripción del empleo

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.This position reports to:Instrumentation Technical Support and Training__What we believe inAt ABB, we are dedicated to addressing global challenges. Our core values: care, courage, curiosity, and collaboration - combined with a focus on diversity, inclusion, and equal opportunities - are key drivers in our aim to empower everyone to create sustainable solutions. That's our story. Make it your story.Your Role: Own the ChallengeIn this role, you will have the opportunity to ensure the Service portfolio is delivered effectively by partnering with customers to ensure the successful deployment, operation, and maintenance of our products, platforms, and systems. according to ABB standard processes and safety guidelines to satisfy customers. Each day, you will execute technical support, act as a specialist, and solve problems in your own area of expertise. You will also showcase your expertise by communicating both with the customer and ABB sales teams proactively to ensure customer needs are understood and business opportunities utilized for service growth.The work model for the role is: #LI-HybridThis role is contributing to the Automation Measurement and Analytics Division in Mexico City. Main stakeholders are Product Management, Sales, R&D, and Solutions in US.Global relocation/LTA support will not be considered for this position.You will be mainly accountable for:Technical Support & TroubleshootingDiagnose and resolve issues involving ABB Automation software and hardware.Provide remote and support for customers.Support product startup, troubleshooting, system recovery, and ongoing maintenance.Own customer issues through resolution, including complex technical escalations.Collaborate with R&D, Manufacturing, Product Management, Logistics, Calibration, and other teams to identify root causes and implement sustainable solutions.Customer & Escalation ManagementDrive customer issues to resolution within service-level commitments.Communicate issue status, root causes, workarounds, and resolutions to customers and stakeholders.Build trusted relationships with customer engineering and operations teams.Promote customer success through responsive support and technical expertise.Knowledge Sharing & Continuous ImprovementDocument and share technical knowledge using Knowledge-Centered Service (KCS) practices.Develop support content that improves self-service and support efficiency.Continuously expand expertise in ABB's products, customer applications, and system-level troubleshooting.Cross-Functional Collaboration & Customer AdvocacyCollaborate effectively with Sales, Services, R&D, Manufacturing, Logistics, and Calibration teams across ABB.Our team dynamicsYou will join a dynamic, talented and high performing team, where you will be able to thrive.Qualifications for the roleExperience troubleshooting hardware, software, systems, platforms, or Instrumentation equipment.Strong problem-solving skills with the ability to diagnose root causes and implement effective solutions.Excellent customer-facing communication and relationship management skills. (Proficient English speaker)Ability to collaborate across cross-functional teams.Willingness to travel up to 15% to the US for training and visit customers.Commitment to elivering high-quality support and meeting customer service expectations.Experience supporting ABB's Instrumentation productsKnowledge of Instrumentation products and distributed I/O systemsExperience in field service, preventive maintenance, or managed services.Familiarity with Knowledge-Centered Service (KCS) methodologies.Experience delivering technical training or customer coaching.BenefitsWe also offer our employees the following benefits:Performance BonusSaving fundPaid parental leaveLife insuranceRetirement planHealth and dental insuranceWellbeing programFlex daysEmployee Assistance Program (PAE)Access to development platforms: Spark, Harvard Manager Mentor and English Learning EF English Live School (EF)More about usProudly Automation130 years of experience. 15+ industries covered. ~26,100 colleagues. And one focused goal of writing the future of safe, smart and sustainable operations.ABB’s Automation business enables the operation of large and complex industrial infrastructures that deliver essential resources, from energy and materials to water and manufactured goods.The business area offers a broad range of automation, electrification and digital solutions and services for process, hybrid and maritime industries, including industry-specific integrated control and software, machine automation technologies, as well as measurement and analytics solutions.ABB Measurement & Analytics is among the world’s leading manufacturers and suppliers of smart instrumentation and analyzers. With 4500+ experts around the world and high-performance digital technology, the division is at the heart of the industrial digital transformation. Our team serves industrial and energy customers by providing data that helps them operate more efficiently and profitably, while ensuring ongoing service and support in 16 factories and service support centers in around 60 countries worldwide.Building a cleaner, smarter future takes all kinds of minds: the curious, the courageous, and the creative. That's why we welcome people from all backgrounds and experiences.Ready to make an impact?Apply today or visit https://www.abb.com to learn more about the impact of our solutions across the globe.