ABB eMobility is looking for a talented, energetic and driven individual to join our team as the Europe Service Center Manager.
You will be the interface between the customers, the field service and the other internal teams. This is a superb opportunity leading the Europe Service Center team who are essential in the transformation of the ABB eMobility Service towards best experience for our customers, as a major differentiator in the space of EV fast charging market and a growth engine for our services business.
You are the main partner for all customer requests related to aftermarket activities and you are responsible for the following tasks:
1. Prioritize and track all open cases to ensure the required response and resolution times
2. Lead and drive daily management to keep permanent visibility and focus on priorities, execution and follow-ups
3. Understanding of customer problems and accurate documentation
4. Ordering spare parts, if required and monitoring punctual delivery
5. Quotation to and follow-up with customers to receive orders in time if the intervention is not covered by a Contract / SLA or warranty
6. You are responsible for the coordination of the appointments with the customers in alignment with the delivery time of the spare-parts and dispatching Field Service Engineers
7. Follow-up on the execution and ensuring hand-offs are accurately done and with no delays
8. You will work closely with the external service partners to ensure they are well receiving and processing the assignments for field service interventions to get them executed in time
9. You optimize the scheduling of field service Engineers to ensure fast response times, reduce travel times and assign experts according to their skills
10. You will identify improvement and optimization areas with the different service teams to implement continuous improvement activities and projects to achieve agreed critical metrics
11. Drive full transparency with the customers on the status of the open cases and keep them informed on progress until their closure and full customer satisfaction
12. Regular review of case documentation, identification of deficiencies, discussion of needs and corresponding potential for improvement is your responsibility
13. You are responsible for all aspects of leadership (planning, leadership, promotion, evaluation)
To make the above work, we are looking for a senior professional who has already gained experience in dispatching Field Service Engineers. Other essential requirements:
1. You have a degree in Engineering, Life Science or Business Administration
2. High customer orientation comes naturally to you!
3. Experience in managing remote teams located in different countries
4. Several years of professional experience in driving a customer service Center team
5. Your ability to plan and coordinate, coupled with a high level of decision-making ability, distinguishes you
6. You are experienced with CRM and ERP systems
7. Experience with SAP and SFDC Service Cloud is an advantage
8. Very good written and spoken English
What’s in it for you?
Work with the best specialists in their field, in a diverse environment with unparalleled global reach. Feel inspired by our fast growth. You will have the accountability to own your part in enabling a future of sustainable and efficient mobility. You can also count on a competitive compensation package in line with your capabilities and experience. Diversity, inclusion, and equal opportunities are at the core of what we do. We celebrate different experiences and perspectives, and we aim to empower everyone in the creation of sustainable solutions for people all over the world. Our individual differences make us successful.
About ABB E-mobility
ABB E-mobility is a world leader in EV charging technology and a partner of choice for the world’s biggest electric vehicle OEMs and nationwide EV charging network operators. With a strong R&D pipeline, our robust product portfolio of innovative holistic solutions – from grid to charge point and domestic installations to large fleet depots – means we are actively enabling the future of E-Mobility, not just predicting it.
Our Collaborative Operations Center (COC) comprises three specialized teams dedicated to ensuring the seamless operation of all ABB E-mobility chargers. The Customer Support team handles customer contact and case management, including work order creation for our field team. Meanwhile, the Charger Operations team manages all remote activities such as software updates, charger configurations, troubleshooting, and field team support. Additionally, our Technical Support team addresses individual technical issues in the field.
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