At ABB's Robotics business, this role sits within the Robotics & Discrete Automation business area in Sesto San Giovanni. The Customer Support Specialist serves as the first point of contact for customers and business partners.Reports to: Sales Support Specialist – Customer Support; Service Team Leader.ResponsibilitiesEvaluate the possibility to provide services based on customer’s information available in SAP.Take care of the operational process from opening the service order in SAP to assigning delegations to the field service engineers.Create or update account customers in ServIS/Webconfig and SAP; update the customer’s IB periodically and keep the Site Services Database up‑to‑ the relation with the customer from call out to site repair, including availability of field service engineer, spares & logistics, service rates, MOD052, etc.Use BOL and communicate prices, AWB, availability of spares to customers and field service engineers.Follow up deliveries of goods from local/international suppliers; manage joint site visits with supplier technical staff.Create Access Code for contract customers through the Info Contratti Tool and update the FAST BOL tool.Open and manage tickets and cases in Sales Force, and forward them to relevant people/functions inside the knowledge of SAP (transactions IW31, M51, CO09 and all subcategories) and Excel (standard functions, graphs, pivot tables).Good knowledge of Sales Force.Knowledge of WebConfig and ServIs, and basic knowledge of ABB robots, spare parts, applications and lifecycle phases is a plus.Basic knowledge of BOL, FAST BOL and good knowledge of common IT tools.Excellent time‑management skills and ability to prioritize all incoming emergency support requests efficiently.Strong communication skills (verbal, written) and ability to manage customer/supplier relations in stressful situations; high team spirit and multitasking ability with high quality standards.Proficiency in Italian and English, both written and spoken.
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