Service HelpDesk Support Specialist 80-100% (m / w / d)

Service HelpDesk Support Specialist 80-100% (m / w / d)

At 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. Write the next chapter of your ABB story.

This position reports to

Service Team Leader

Your role and responsibilities

In this role, you will act as the central point of contact for ABB's global service requests, ensuring smooth communication and efficient resolution. You will handle inquiries from customers and internal teams via phone, email, and chat, manage service tickets from creation to follow-up, and address complaints and technician feedback. Additionally, you will support proactive maintenance planning, maintain master data, prepare reports, and update process documentation, all while contributing to an improved customer experience and streamlined service operations. The work model for the role is : #LI-Hybrid This role is contributing to the Robotics & Discrete Automation Business Area in Friedberg. You are reporting to the Team Lead - Technical Support. You will be mainly accountable for :

• Receiving and processing global service requests from customers and internal ABB teams via phone, email, and chat, including clarifying necessary information and ensuring requests are directed to the appropriate teams.
• Managing all aspects of service tickets, including creating, updating, assigning, and following up on them, while coordinating technician feedback, addressing complaints, supporting proactive maintenance planning, and processing updates from manufacturing plants.
• Maintaining and updating master data, creating reports and statistics, and organizing and archiving operational documents to support efficient service operations.
• Preparing and revising process descriptions and work instructions to improve workflows and ensure consistency in service delivery, contributing to continuous improvement initiatives.

Qualifications for the role

More about us

ABB Robotics & Discrete Automation Business area provides robotics, and machine and factory automation including products, software, solutions and services. Revenues are generated both from direct sales to end users as well as from indirect sales mainly through system integrators and machine builders. www.abb.com / robotics We value people from different backgrounds. Could this be your story? Apply today or visit www.abb.com to read more about us and learn about the impact of our solutions across the globe. #MyABBStory ABB is able to offer you an interesting role within a highly motivated team, together with open communication structures. On the basis of a personal, practice-oriented induction program, you will be given the opportunity to acquire the confidence needed to work independently and self-reliantly within your assigned area. Even after the joining phase, ABB offers a wide range of individual career development opportunities and supports you in realizing your career goals with targeted training measures. At ABB you will find an attractive working environment in all phases of life - including mobility services such as bicycle leasing, policies for sabbaticals and home office, the ABB children's vacation camp and taking care of family members. Interested in joining our team? We are looking forward to receiving your complete application through our online tool. In the case of equal suitability, people with severe disabilities and their equals are given preference. ABB AG Your contact is : ABB PersonalDirekt +49 (0) 621 381 3500 ABB Data Privacy Statement : https : / / new.abb.com / privacy-notice / candidate