Service Support Specialist

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.

Your role and responsibilities

In this role, you will have the opportunity to provide support services to businesses in various administrative areas. Each day, you will engage internal customers. You will also showcase your expertise by driving efficient support services.

The work model for the role is: hybrid

This role is contributing to the Factory Service Team in Whitby, Ontario, Canada.

This position is a new role.

You will be mainly accountable for:

• Manage customer concerns, warranty claims, repair returns, and warranty orders, ensuring timely and accurate resolution while maintaining high levels of customer satisfaction.

• Coordinate end-to-end service processes, including service notifications, warranty and repair orders, labor authorizations, purchase orders, and shipment tracking.

• Investigate, analyze, and resolve warranty-related issues independently and in collaboration with technical support teams, recommending corrective and preventive actions where needed.

• Act as the local owner of customer care and warranty processes, driving continuous improvement initiatives to enhance quality, productivity, efficiency, and cost performance.

• Monitor and oversee service delivery by external providers, ensuring compliance with Service

• Level Agreements (SLAs) and identifying opportunities for improvement.

• Prepare and deliver KPI reporting, maintain process documentation, and provide insights to support operational performance and decision-making.

• Develop training materials, FAQs, and business-specific administrative resources while delivering high-quality administrative support that meets evolving business needs.

Qualifications for the role

• Postsecondary education in Business Administration or a related field.

• 2+ years of experience in customer service, warranty administration, repair operations, or a related function.

• Proficiency with SAP and Microsoft Office Suite, including transaction processing, reporting, and record management.

• Ability to manage multiple priorities, maintain accurate documentation, and ensure compliance with established processes and procedures.

• Effective communication skills and experience working with customers, service providers, and internal stakeholders to support warranty and repair operations.

Preferred Qualifications

• Experience with warranty management systems or ERP software

• Knowledge of service delivery processes in manufacturing environments

• Experience with process improvement methodologies (Lean, Six Sigma)

More about us

Employment Equity & Inclusion Statement (Canada)

ABB values the dedication, commitment, and expertise of all our employees. As an Employment Equity Employer, we are committed to fostering an inclusive and diverse workplace. We actively support the principles of the Employment Equity Act and strive to build a workforce that reflects Canada’s diversity, including:

• Women

• Indigenous Peoples

• Members of visible minorities

• Persons with disabilities

ABB is committed to providing reasonable accommodations to applicants with disabilities. If you require accommodation during any stage of the recruitment process, we encourage you to let us know.