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This Position reports to:
Service Manager

Your role and responsibilities

In this role, you will be working as Field Service Delivery (Break Fix) Back-end Operation support and will be part of Robotics & Discrete Automation Business Area for Service & Digital Platform Division. In this role you will be reporting to the India Service Manager and will be responsible for supporting Break Fix cases. In future, the plan is to extend the role to Business Operations.

The work model for the role is #Li_hybrid.

This role is contributing to the Robotics & Discrete Automation in Faridabad/ Bangalore, India.

You will be mainly accountable for:

• Quote to be submitted within the same day (within one hour). Pl maintain records with facts.
• Avoid Customer escalations & ensure timely responses to customers.
• Quotes for immediate health checkup requirements with consumables
• Maintain records of submitted quotes as related to Break Fix cases
• Keep Regional team leader, respective FSE and regional sales team copy in communications when sending quotes
• Follow & align with regional team & customer till ABB gets PO, get PO booked on immediate basis and arrange dispatch
• For warranty cases, ensure warranty Id is raised, arranging warranty material and doing follow up to ensure case completion
• Keep customers informed at all stages.
• Alignment with FS regional lead before quote submission. Technical scope clarity & Commercial alignment.
• Pre alignment with India sales manager & Spare part team on Spare part pricing
• Pre alignment with FSS team leader & Regional lead on Site charges
• Visit each region at a minimum of once a quarter to understand expectations and get feedback from regional leaders & alignment with sales team.

Qualifications for the role

• Bachelor's degree in engineering, Robotics, Commerce or a related field.
• Minimum 5 years of experience in Customer service or Operations preferably in the robotics industry.
• Strong Experience in SAP and other Operation tools, Strong English language Knowledge
• Experience of working in back-office support, Operation Function, CRM function, some experience in Customer facing function and Techno Commercial Knowledge. Clarity on commercial terms.
• Experience in running Admin, office projects and good understanding of Digital platforms, Excel, analysis & Customer service tools
• Excellent communication, presentation, and interpersonal skills.
• Patience and enthusiasm for teaching learners of all ages and backgrounds, self-driven & pro active

More about us

ABB Robotics & Discrete Automation Business area provides robotics, and machine and factory automation including products, software, solutions and services. Revenues are generated both from direct sales to end users as well as from indirect sales mainly through system integrators and machine builders. www.abb.com/robotics

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