• Serve as a key contact for commercial service operations, helping coordinate service orders, logistics, and technical support. • Support customer satisfaction by assisting with escalations, working closely with authorised service agents, and ensuring the timely resolution of service issues. • Perform remote troubleshooting, document cases in CRM systems, and analyse service trends to improve support quality. • Collaborate with internal teams to enhance training materials, service documentation, and operational processes.

Role Description This role offers the opportunity to be a technical leader in professional AV networking, providing hands-on expertise across customer onboarding, system deployment, and advanced troubleshooting. You will support multi-vendor AV-over-IP solutions, including Dante, AVB, Milan, and PTP, ensuring seamless integration and optimal performance. The position blends pre-sales solution design, on-site engineering, and training delivery, allowing you to influence customer success and drive business growth. You will collaborate closely with sales, engineering, and channel teams while representing the company at industry events and conferences. This is a remote-based role requiring up to 60% travel in the Northeast U.S., ideal for an engineer who enjoys solving complex technical challenges, building scalable solutions, and mentoring customers and internal teams on AV best practices. - Lead customer onboarding for AV-over-IP solutions, including ProAV switch deployment, third-party integrations, and network configuration - Deliver remote and on-site technical training covering network design, switch profiles, PTP, Dante, AVB, Milan, API integration, and video workflows - Provide advanced field engineering and troubleshooting for complex multicast, timing, and interoperability issues across AVB, Dante/AES67, NVX, Q-SYS, and SMPTE-2059-2 - Support pre-sales activities with solution design, product demonstrations, Bill of Materials creation, and competitive analysis - Develop and maintain internal tools, scripts, and automation utilities to streamline troubleshooting and deployment - Author best practice guides, training materials, and knowledge base content for internal teams and customers - Represent the company at industry conferences and partner events, delivering technical workshops and supporting multi-vendor deployments Qualifications - Minimum 5 years of experience in networking systems, AV-over-IP technologies, or related systems engineering roles - Deep expertise in ProAV networking products, multicast networking, switch profile development, and AV-over-IP technologies - Hands-on experience deploying and troubleshooting AVB, Dante, Q-SYS, Crestron, SMPTE-2059-2, and multicast networks - Strong understanding of routing and switching fundamentals - Technical fluency with API integration and configuration processes - Excellent communication skills to deliver training, technical presentations, and support cross-functional collaboration - Ability and willingness to travel up to 60% within the Northeast U.S. Requirements - Bachelor’s degree in a related field (preferred) - Industry certifications such as CCNA, CWNA, AVIXA CTS, Dante, or AVB (preferred) - Experience in Solutions Architect or Systems Engineering roles (preferred) Benefits - Competitive salary and performance-based incentives - Remote-first work with flexible arrangements - Opportunity to influence the adoption and success of AV-over-IP solutions across the Northeast U.S. - Professional growth and skill development in AV networking and systems engineering - Exposure to industry-leading technologies and multi-vendor solutions - Participation in conferences, workshops, and technical community events

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 Position reports to: Industry Lead, Pulp & Paper North Americ In this role, you will play a key role in developing accurate, competitive, and customer‑focused proposals for ABB’s DCS solutions and services. You will collaborate closely with Sales, Operations, and Technical teams, analyze customer requirements, and contribute to solution strategies that improve operational performance and deliver measurable business value. This position is ideal for someone with hands‑on DCS experience and a strong understanding of automation systems in Pulp and Paper Applications, combined with excellent communication skills. The work model for the role is: Remote {#LI-Remote} This role is contributing to the Automation Process Industries Division in the US. You will be mainly accountable for: - Develop high‑quality, competitive proposals for DCS solutions and service offerings. - Support the Sales team during customer meetings, presentations, site assessments, and negotiations. - Evaluate customer needs and recommend appropriate ABB DCS systems, products, and application solutions. - Prepare and document the technical, financial, and engineering components of proposals. Our team dynamics You will join a dynamic and high performing team, where you will be able to thrive. Qualifications for the role - Technical background in automation, control systems, electrical/mechanical engineering, or a related discipline. - Experience working with distributed control systems (DCS); ABB 800xA strongly preferred. Experience with legacy ABB Bailey or Advant DCS systems is a plus. - Strong analytical skills with the ability to translate technical requirements into practical, cost‑effective solutions. - Excellent communication, presentation, and customer‑facing skills. - Ability to work collaboratively across Sales, Engineering, and Operations teams in a fast‑paced environment. - Bachelor’s degree in Engineering preferred; significant relevant experience may be considered in lieu of a degree. - 5+ years of experience working with DCS equipment in sales support, proposals, engineering, or service roles. - Experience working in the Pulp and Paper industry is a plus. - Proficiency with Microsoft Office tools, especially Excel. Experience with Salesforce is a plus. - Ability to travel up to 20% as required. - Proficiency in English. - Candidates must already have a work authorization that would permit them to work for ABB in the US. More About Us: The Process Industries Division serves the mining, minerals processing, metals, cement, pulp and paper, battery manufacturing, and food and beverage, as well as their associated service industries. The Division brings deep industry domain expertise coupled with the ability to integrate both automation and electrical systems, increase productivity and reduce overall capital and operating costs for customers. For mining, metals and cement customers, solutions include specialized products and services, as well as total production systems. The Division designs, plans, engineers, supplies, installs and commissions integrated electrical and motion systems, including electric equipment, drives, motors, high power rectifiers and equipment for automation and supervisory control within a variety of areas including mineral handling, mining operations, aluminum smelting, hot and cold steel applications and cement production. The offering for the pulp and paper industries includes control systems, quality control systems, drive systems, on-line sensors, actuators and field instruments. Digitalization solutions, including collaborative operations and augmented reality, help improve plant and enterprise productivity, and reduce maintenance and energy costs. We value people from different backgrounds. Apply today for your next career step within ABB and visit www.abb.com to learn about the impact of our solutions across the globe. #MyABBStory We look forward to receiving your application. If you want to discover more about ABB, take another look at our website www.abb.com. ABB is an Equal Employment Opportunity and Affirmative Action employer for protected Veterans and Individuals with Disabilities at ABB. All qualified applicants will receive consideration for employment without regard to their- sex (gender identity, gender expression, sexual orientation), marital status, citizenship, age, race and ethnicity, inclusive of traits historically associated with race or ethnicity, including but not limited to hair texture and protective hairstyles, color, religious creed, national origin, pregnancy, physical or mental disability, genetic information, protected Veteran status, or any other characteristic protected by federal and state law. For more information regarding your (EEO) rights as an applicant, please visit the following websites: https://www.eeoc.gov/sites/default/files/2023-06/22-088_EEOC_KnowYourRights6.12ScreenRdr.pdf As an Equal Employment Opportunity and Affirmative Action Employer for Protected Veterans and Individuals with Disabilities, applicants may request to review the plan of a particular ABB facility between the hours of 9:00 A.M. - 5:00 P.M. EST Monday through Friday by contacting an ABB HR Representative at 1-888-694-7762. Protected Veterans and Individuals with Disabilities may request a reasonable accommodation if you are unable or limited in your ability to use or access ABB's career site as a result of your disability. You may request reasonable accommodations by calling an ABB HR Representative at 1-888-694-7762 or by sending an email to US-AskHR@abb.com. Resumes and applications will not be accepted in this manner. ABB Benefit Summary for eligible US employees [excludes ABB E-mobility, Athens union, Puerto Rico] Go to www.myBenefitsABB.com and click on “Candidate/Guest” to learn more Health, Life & Disability - Choice between two medical plan options: A PPO plan called the Copay Plan OR a High Deductible Health Plan (with a Health Savings Account) called the High Deductible Plan. - Choice between two dental plan options: Core and Core Plus - Vision benefit - Company paid life insurance (2X base pay) - Company paid AD&D (1X base pay) - Voluntary life and AD&D – 100% employee paid up to maximums - Short Term Disability – up to 26 weeks – Company paid - Long Term Disability – 60% of pay – Company paid. Ability to “buy-up” to 66 2/3% of pay. - Supplemental benefits – 100% employee paid (Accident insurance, hospital indemnity, critical illness, pet insurance - Parental Leave – up to 6 weeks - Employee Assistance Program - Health Advocate support resources for mental/behavioral health, general health navigation and virtual health, and infertility/adoption - Employee discount program Retirement - 401k Savings Plan with Company Contributions - Employee Stock Acquisition Plan (ESAP) Time off ABB provides 11 paid holidays. Salaried exempt positions are provided vacation under a permissive time away policy. While base salary is determined by things such as the successful applicant’s qualifications and experience, this position is expected to pay between $79,800 and $127,680 annually and is bonus eligible. 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.

• Own root cause analysis for critical customer problems - be the point of contact that works with the Engineering and Customer Success team. • Provide support to troubleshoot and resolve technical issues that the customer success team has escalated. • Identify bugs, test, reproduce, report and work with the engineers to assist with a fix and test/verify fix versions. • Provide ideas and assist with creating documentation and training material for external and internal Support Center content. • Maintain clear, concise, and positive communication for all cases in a timely and efficient manner, including follow-ups with customers, team members, and engineers. • Learn in-depth the latest features and offerings from Alkira. • Work with the internal QA team to cover any gaps in testing and automation. • Work with development teams to provide feedback and guidance for new features/improvements. • Provide escalation support during off-hours on-call will be required.