Associate Product Support Engineer

Associate Product Support Engineer

At ABB, we help industries outrun - leaner and cleaner. Here, progress is an expectation - for you, your team, and the world. As a global market leader, we'll give you what you need to make it happen. It won't always be easy, growing takes grit. But at ABB, you'll never run alone. Run what runs the world.

B&R is seeking an Associate Product Support Engineer to join the Product Support team. The Product Support Engineering team assists customers and internal teams with technical issues related to B&R's products. They act as the bridge between the development teams and the end-users, ensuring customer satisfaction through timely issue resolution, product knowledge sharing, and continuous improvements to the product's functionality. This role is responsible for providing expert-level technical support to customers, partners, and internal teams. They handle complex troubleshooting, analyze problems, and work closely with development teams to resolve technical challenges. They also contribute to the improvement of product documentation, providing feedback for product enhancements, and ensuring that end-users can achieve the full potential of B&R products and services.

The work model for the role is: #LI-Hybrid in our Alpharetta, GA office.

Your Role and Responsibilities:

• Develop a deep understanding of the company's products to provide expert guidance and support.
• Manage customer queries via email, phone, or chat, ensuring that issues are resolved in a timely and professional manner.
• Use tools such as Confluence and Jira to log and track interactions.
• Provide advanced technical assistance to customers, including diagnosing, troubleshooting, and resolving hardware/software issues.
• Identify and analyze technical problems, escalate issues when necessary, and collaborate with other engineering teams to ensure problem resolution.
• Conduct post-issue analysis to identify root causes of recurring issues and provide suggestions for product improvements.
• Assist in testing new product features and updates to identify potential issues before release.
• Offer product training to customers, partners, and internal teams, ensuring smooth product adoption.
• Collaborate with product management and development teams on quality issues by providing feedback on customer issues and suggestions for product improvement.
• Maintain and update knowledge base articles, user guides, and troubleshooting documentation to improve customer self-service.
• Provide documentation to customers as appropriate.
• Assist Sales with customer needs and product specifications. Participate in customer site visits as a part of sales or support efforts; proactively identify and share sales opportunities.
• Design build and configure demonstration hardware.
• These responsibilities and duties are not exhaustive. Product Support Engineers may be asked to perform tasks beyond what is specifically mentioned here and responsibilities can evolve based on business needs.

Our Team Dynamics

B&R offers an excellent opportunity to work for an international company with a great reputation. You will be part of a fun, dynamic team, focused on providing support to our sales teams. In preparation for the role, B&R offers an intensive training program that includes product knowledge, logistics processes, and sales support tools and resources.

Qualifications for the Role:

• Bachelor's Degree in Engineering (Electrical, Mechanical, Mechatronic, Computer Science, Computer Engineering or related technical field)
• Interest and/or exposure in the following areas are preferred: motion control systems, IEC 61131 programming languages (ladder diagram, structured text), Windows operating systems, real-time operating systems, PC- and PLC-hardware applications, mechanical and electrical systems and physics; Application development experience in a high-level language preferred
• Excellent written/verbal communications skills and customer service skills
• Problem-solving and critical thinking skills
• Ability to work efficiently both independently and as a part of a decentralized team
• Domestic and international travel; up to 10% in North America; occasional International. Travel can include short-notice service trips (1-5 day duration, typically less than 3 days). In addition, occasional training or internal meetings at other company locations; valid US passport with no travel limitations is required.
• Applicants must be authorized to work permanently in the US without sponsorship now or in the future

What's in it for you?

We give you the space to lead, the support to grow, and the chance to make a difference. Whether you're solving problems, building something new, or helping others succeed, your impact is real. You'll be part of a team that values your voice and celebrates your progress.

Benefits

Our benefits? Competitive, comprehensive, and crafted with you in mind.

More about us

B&R Industrial Automation is a leading developer and manufacturer of control systems for the industrial automation market. The company was founded in 1979 in Eggelsberg, Austria, and specializes in a complete range of innovative Programmable Controllers, Industrial PC's, Operator Interfaces, Servo Drives and Motion Control products. The North American subsidiary, B&R Industrial Automation Corp., was founded in 1987 in Roswell, GA, and is responsible for all North American sales activities, as well as supporting our customers with engineering and technical expertise.

B&R North America is also supported by our regional offices in Chicago, IL; Los Angeles, CA; Boston, MA; and Milwaukee, WI; as well as Toronto and Montreal in Canada. In addition, B&R goes to market through our automation partners, a distribution network consisting of independent companies, each with an exclusive B&R sales territory. B&R has over 4,000 employees worldwide and more than 200 sales offices in 70 countries. In June 2017, B&R was acquired by Asea, Brown, and Boveri (ABB), a worldwide technology leader based in Switzerland with over 132,000 employees and over $32B in annual sales.