Technical Support Expert - PLC & HMI

BlackBerry Inc.; New Berlin (WI); Hybrid; USD 85,000 - 120,000; Full time

Benefits offered by this job

Hybrid work model

Job summary

ABB in New Berlin, WI is seeking a Technical Support Expert for AC500 PLC and CP600 HMI platforms. You will provide high‑level technical support by phone and email, diagnose complex problems, and collaborate with Engineering & Product Management to ensure timely product updates and accurate warranty guidance.

With 6+ years in PLC/HMI support, you’ll travel 5–10%, hold a valid US work authorization, and contribute to training content, tech notes, and cross‑functional problem solving in a hybrid

Qualifications

• 6+ years of technical support, field service, or engineering experience with PLCs HMIs and drives.
• Competent with AC500 PLC and CP600 HMI products.
• Experience in HVAC, Water and Wastewater, or Industrial PLC/HMI applications.

Responsibilities

• Provide technical support via phone and email for AC500 PLCs, CP600 HMIs and connectivity to ABB drives.
• Analyze problems and coordinate with related teams to resolve issues and ensure customer satisfaction.
• Lead technical writing projects to create internal documents, tech notes, and migration guides.
• Collaborate with Application Engineering and Training teams to develop AC500, CP600, and Connectivity training content.
• Execute warranty activities and authorize DASCs as needed.
• Document each case in Salesforce Case Management.

Skills

AC500 PLC

CP600 HMI

Connectivity

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.This position reports to:Senior Technical Support Manager__Your role and responsibilities:The Technical Support Expert – PLC, HMI, and Connectivity - provides technical support to ABB Customers, Sales Channel, Product Management Teams, and ABB Drive Services. The area of technical support includes but is not limited to Programmable Logic Controllers (PLCs), Human Machine Interface (HMIs), Connectivity, System Control Wiring and integration with AC and DC Variable Frequency Drives (VFDs).This role supports Motion Drive Products in New Berlin, WI. The person in this role will be the Technical Support subject matter expert for the AC500 and CP600 platforms.The work model for the role is: Hybrid #LI-HybridYou will be mainly accountable for:Technical Support subject matter expert for the AC500 PLC and CP600 HMI platforms and connectivity to low voltage ABB variable frequency drives.Provide technical support via phone and email for cases escalated due to the advanced and unique technical problems related to the application of AC500 PLCs, CP600 HMIs and connectivity to low voltage ABB drives. Technical Support includes commissioning, troubleshooting, part Identification, and warranty evaluation, and in some cases, hands on product testing in the application engineering lab working on electrical equipment up to 600 VAC, while following safe work practices.Analyze problems and initiate effective measures for their solution. Coordinate activities with related teams to efficiently achieve objectives to ensure customer satisfaction. Collaborate with Engineering & Product Management to ensure the Technical Support team receives all relevant product releases and updates in a timely manner. Proactively contribute feedback to the Quality depart-ment regarding product quality issues, including reviewing failure analysis reports. Lead technical writing projects to create internal documents for Technical Support and cross functional teams that clearly describe the technical issue, how to diagnose the issue, and the course of action to resolve the issue. This includes the development of tech notes, presentations, and legacy product support documents (spare parts lists, migration planning, etc.)Collaborate with Application Engineering and the Training team to create and lead AC500, CP600, and Connectivity training content to develop the skillset and knowledge of less experienced Technical Support team members.Execute product warranty while ensuring customer satisfaction and simultaneously achieving cost-control objectives. Provide labor authorization for Drives Authorized Service Contractors (DASCs) to perform troubleshooting and repair work on Drives at customer sites throughout North America.Required to support calls from the Technical Support queue when deemed necessary due to peak call volume. Thoroughly document each reportable case in the Salesforce Case Management System.Follow and comply with all safety and work rules and regulations. Maintain departmental house-keeping standards.Qualifications for the role:6+ years of previous technical support, field service, or engineering experience working with Programmable Logic Controllers, HMIs, and connectivity to variable frequency drives.Must be competent with the AC500 PLC and CP600 HMI products.Knowledge and experience in HVAC, Water and Wastewater, or Industrial applications for PLCs and HMIs.Ability to respond to inquiries from customers and communicate effectively in English, both verbal and written. Must be computer-literate.Willingness to travel 5-10%, Requires Valid Driver’s License.Candidates must already have a work authorization that would permit them to work for ABB in the US.More about us ABB Drive Products serves the industries and infrastructure segments with world-class drives and programmable logic controllers (PLC). With its products, global scale and local presence, the Division helps customers to improve energy efficiency, productivity and safety.Why ABB?What's in it for you We want you to bring your full self to work—your ideas, your energy, your ambition. You’ll have the tools and freedom to grow your skills, shape your path, and take on challenges that matter. Here, your work creates impact you can see and feel, every day.ABB is an Equal Employment Opportunity and Affirmative Action employer for protected Veterans and Individuals with Disabilities at ABB.All qualified applicants will receive consideration for employment without regard to their- sex (gender identity, gender expression, sexual orientation), marital status, citizenship, age, race and ethnicity, inclusive of traits historically associated with race or ethnicity, including but not limited to hair texture and protective hairstyles, color, religious creed, national origin, pregnancy, physical or mental disability, genetic information, protected Veteran status, or any other characteristic protected by federal and state law.For more information regarding your (EEO) rights as an applicant, please visit the following websites: https://www.eeoc.gov/sites/default/files/2023-06/22-088_EEOC_KnowYourRights6.12ScreenRdr.pdfAs an Equal Employment Opportunity and Affirmative Action Employer for Protected Veterans and Individuals with Disabilities, applicants may request to review the plan of a particular ABB facility between the hours of 9:00 A.M. - 5:00 P.M. EST Monday through Friday by contacting an ABB HR Representative at 1-888-694-7762.Protected Veterans and Individuals with Disabilities may request a reasonable accommodation if you are unable or limited in your ability to use or access ABB's career site as a result of your disability. You may request reasonable accommodations by calling an ABB HR Representative at 1-888-694-7762 or by sending an email to [e-mail]. Resumes and applications will not be accepted in this manner.ABB Benefit Summary for eligible US employees[excludes ABB E-mobility, Athens union, Puerto Rico]Go to MyBenefitsABB.com and click on “Candidate/Guest” to learn moreHealth, Life & DisabilityChoice between two medical plan options: A PPO plan called the Copay Plan OR a High Deductible Health Plan (with a Health Savings Account) called the High Deductible Plan.Choice between two dental plan options: Core and Core PlusVision benefitCompany paid life insurance (2X base pay)Company paid AD&D (1X base pay)Voluntary life and AD&D – 100% employee paid up to maximumsShort Term Disability – up to 26 weeks – Company paidLong Term Disability – 60% of pay – Company paid. Ability to “buy-up” to 66 2/3% of pay.Supplemental benefits – 100% employee paid (Accident insurance, hospital indemnity, critical illness, pet insurancePaid Parental LeaveEmployee Assistance ProgramHealth Advocate support resources for mental/behavioral health, general health navigation and virtual health, and infertility/adoptionEmployee discount programRetirement401k Savings Plan with Company ContributionsEmployee Stock Acquisition Plan (ESAP)Time offSalaried exempt positions are provided vacation under a permissive time away policy.Meet the moment. This is where progress never stops, teams push boundaries, and we’re engineered to outrun the challenges ahead. Run What Runs the World.#ABBCareers#RunwithABB#RunwhatrunstheworldBuilding 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.