Contact Center Support Specialist (m/f/d)

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.

This role sits within ABB's Robotics business, a leading global robotics company. We're entering an exciting new chapter as we've announced the plan for SoftBank Group to acquire ABB Robotics. SoftBank is a globally recognized technology group and investor/operator focused on AI, robotics, and next-generation computing. By joining us now, you'll be part of a pioneering team shaping the future of robotics-working alongside world‑class experts in a fast‑moving, innovation‑driven environment.

This Position reports to: Service Team Leader

Key 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

• You are highly skilled in customer support methodologies and have a strong understanding of the service and customer‑oriented business environment.
• Ideally, you have first experience in customer support or service roles, following a commercial education background, with hands‑on experience in handling customer requests and complaints.
• You possess advanced communication skills and the ability to manage conflicts effectively while maintaining a professional demeanor.
• You are passionate about delivering exceptional customer experiences, prioritizing tasks effectively, and demonstrating resilience in high‑pressure situations.
• Degree in commercial education (or similar qualifications) with a focus on service or customer support is preferred.
• You are available to work within the business hours of 8:00 to 17:00 as part of your daily schedule.
• You are at ease communicating fluently in both German and English.

Benefits

• Retirement Plan
• Flexible work practices
• Employee Share Acquisition Plan
• Learning & development offering

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

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Join us. Be part of the team where progress happens, industries transform, and your work shapes the world. Run What Runs the World.

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