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:

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What we believe in

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. That's our story. Make it your story.

Your Role: Own the Challenge

In 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-Hybrid

This 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 & Troubleshooting

• Diagnose 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 Management

• Drive 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 Improvement

• Document 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 Advocacy

• Collaborate effectively with Sales, Services, R&D, Manufacturing, Logistics, and Calibration teams across ABB.

Our team dynamics
You will join a dynamic, talented and high performing team, where you will be able to thrive.

Qualifications for the role

• Experience 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 products
• Knowledge of Instrumentation products and distributed I/O systems
• Experience in field service, preventive maintenance, or managed services.
• Familiarity with Knowledge-Centered Service (KCS) methodologies.
• Experience delivering technical training or customer coaching.

Benefits

We also offer our employees the following benefits:

• Performance Bonus
• Saving fund
• Paid parental leave
• Life insurance
• Retirement plan
• Health and dental insurance
• Wellbeing program
• Flex days
• Employee Assistance Program (PAE)
• Access to development platforms: Spark, Harvard Manager Mentor and English Learning EF English Live School (EF)

More about us

Proudly Automation

130 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.