Customer Service Manager

At ABB, we are dedicated to addressing global challenges. Our core values: care, courage, curiosity, and collaboration - combined with a focus on diversity, inclusion, and equal opportunities - are key drivers in our aim to empower everyone to create sustainable solutions. Write the next chapter of your ABB story.

This position reports to

Operations Manager

Your role and responsibilities

The primary function is to ensure customer satisfaction through effective management of the production order cycle in the Aftermarket factories, and field service call center. Deliver improved accuracy and on time results from Order Entry, Engineering, Order Management, Master Scheduling, Customer Care/Warranty to ensure repeatable customer business. Perform a variety of activities associated with the order management, scheduling, order tracking and post-delivery of aftermarket products and field service activities. Implement business process improvement initiatives and develop tools/apps based on business strategy to measure and ensure customer satisfaction metrics are met while improving business performance. The work model for the role is: ONSITE You will be mainly accountable for: • Responsible for the order processing for aftermarket factories • Lead the Reorganization of Aftermarket and field service support functions; under one roof • Own the order management cycle from receipt of order through commissioning and customer service and ensure technical specifications and commercial contractual requirements are met fully. • Develop Call Center Metrics and standard processes to ensure accurate and timely order entry and feedback with customers; internal/external Our team dynamics You will join a dynamic, talented, high performing team, where you will be able to thrive.

Qualifications for the role

• Bachelor degree in Business Administration and or Engineering field PLUS minimum 8 years related experience in customer service
• Experience with ERP data systems preferred
• Excellent communication skills (oral and written)
• Knowledge of order entry (CSM) systems preferred
• Experience in change management a plus
• Candidates must already have a work authorization that would permit them to work for ABB in the US.

More about us

ABB's Service Division partners with our customers to improve the availability, reliability, predictability and sustainability of electrical products and installations. The Division's extensive service portfolio offers product care, modernization, and advisory services to improve performance, extend equipment lifetime and deliver new levels of operational and sustainable efficiency. We help customers keep resources in use for as long as possible, extracting the maximum value from them, and then recovering and regenerating products and materials at the end of their useful life. 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. Equal Employment Opportunity and Affirmative Action at ABB ABB is an Equal Employment Opportunity (EEO) and Affirmative Action Employer encouraging diversity in the workplace. All qualified applicants will receive consideration for employment without regard to their race, creed, color, ancestry, religion, sex, national origin, citizen status, age, sexual orientation, gender identity, disability, marital status, family medical leave status, or protected veterans status. For more information regarding your (EEO) rights as an applicant, please visit the following websites: https://www.eeoc.gov/sites/default/files/2022-10/EEOC_KnowYourRights_screen_reader_10_20.pdf https://www.dol.gov/sites/dolgov/files/OFCCP/pdf/pay-transp_%20English_formattedESQA508c.pdf As an Equal Employment Opportunity and Affirmative Action Employer, applicants may request to review the Affirmative Action 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 qualified individuals with a disability 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. #LI-ONSITE myBenefitsABB.com