Technical Account Manager

2 weeks ago


Burlington, Canada ABB Full time

**Technical Account Manager**:
**Take your next career step at ABB with a global team that is energizing the transformation of society and industry to achieve a more productive, sustainable future. At ABB, we have the clear goal of driving diversity and inclusion across all dimensions: gender, LGBTQ+, abilities, ethnicity and generations. Together, we are embarking on a journey where each and every one of us, individually and collectively, welcomes and celebrates individual differences.**:
ABB Energy Industries is enabling safe, smart and sustainable projects and operations for businesses across the oil, gas, chemicals, life sciences, power generation and water sectors. Driving integrated solutions that automate, digitalize and electrify industry we connect our people and technology to help our customers adapt and succeed. With over 50 years domain expertise, we continue to innovate and reshape traditional approaches across the energy sector with our technologies designed to improve operational efficiency, reduce risk, reduce energy consumption and waste. Serve as the primary technical customer liason and provide value-added technical support to assigned DCS installed base customers in Eastern Canada (Manitoba - Ontario - Quebec - Atlantic). Develop and nurture a close relationship with the customer to ensure their technical needs are met through service contracts, planned activities and engagement with ABB resources. Provide technical guidance on lifecycle management, performance improvements and system optimization by leveraging ABB’s service portfolio and DCS product capabilities. Contribute to the growth of ABB automation service business in Canada.

**Your responsibilities**:

- Build strong customer relationships on technical support and advice, maintenance planning and operational improvement levels.
- Serve as a “Go-to” technical lead for DCS technical support for the assigned accounts. Create support cases, if needed. Lead and manage timely resolution by coordinating with L2-L4 tech support. Escalate when necessary.
- Assist customers with technical requests and engage engineering and field service resources to handle such requests, if required.
- Collaborate with the Service Project Managers to ensure DCS Care Agreement technical and life cycle commitments are delivered and provide technical support as required to fulfill the scope of supply.
- Provide pro-active guidance to customers on how to improve operational performance, reduce maintenance costs, gain system efficiencies using ABB service portfolio, including digital services and DCS product offerings.
- Ensure that plant fleet under the ABB Care Agreement receives life cycle reports and appropriate evolution plans supported by technology segment experts.
- Understand changing customer needs and identify opportunities for additional ABB services and products. Track these pull-through opportunities in collaboration with Account Managers using the FSE Sales program.
- Collect feedback from customers regarding ABB product performance, suggested changes in functionality, improvements and new features and communicate this information to global product groups.
- Assist sales and proposals team in service contract renewals and suggest opportunities for growing contract scope upon renewal.
- Suggest new loyalty offers to Sales and Proposals team based on customer needs.
- Develop relationship with ABB DCS Product Management and stay well-informed and demonstrate fluency in life cycle management program and new and planned product features and functions for all DCS products.
- Understand and support key Service initiatives.

**Your background**:

- Electrical Engineering degree or Technologist Diploma
- Knowledge and experience with Microsoft operating systems, virtualization, networking setup & troubleshooting.
- Strong IT skillset and familiarity with latest software technologies and advanced services
- Excellent customer communication skills

**Benefits**:

- Retirement plan
- Accident insurance
- Healthcare plan
- Wellbeing program

**More about us**:



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