Service Manager - Quebec

ABB; Quebec; On-site; CAD 180,000 - 240,000; Full time

Job summary

ABB in Canada seeks a senior Service leader to implement the service strategy, drive growth, and manage the P&L at the unit level. You will lead the Service organization, optimize resources, and ensure profitable growth through customer-focused initiatives.

You will manage a 10+ person team, elevate customer experience, and drive operational excellence while embedding health, safety and integrity throughout the organization. Bilingual English/French required for cross-border communication.

Qualifications

• Bachelor’s degree required.
• 12+ years of professional experience.
• Background in Customer Service, Operations and/or Sales management in a B2B technical environment.
• Experience leading teams of 10+ people.

Responsibilities

• Define and drive the service strategy to meet growth targets and profitability.
• Own full P&L responsibility and drive revenue growth.
• Improve customer satisfaction through transactional NPS and related metrics.
• Lead a team of 10+ employees and develop organizational capability.
• Champion a customer-first mindset and ensure safe, compliant operations.

Skills

Leadership

Stakeholder management

Customer service

Operations

Business development

Team management

Education

Bachelor’s degree

Job description

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.

This Position reports to:

VP Americas Customer Services

Your Role And Responsibilities

In this role, you will have the opportunity to implement the service strategy and drive service growth at the respective unit level. Each day, you will lead the Service organization and be responsible for the P&L to achieve performance targets and to optimize the utilization of Service resources. You will also showcase your expertise by running the day-to-day service business to ensure profitable growth and improvement of service productivity.

Key Responsibilities

Service Strategy & Business Performance

• Lead and execute service strategy aligned with business objectives and growth targets
• Own full P&L responsibility, ensuring revenue growth and profitability
• Drive customer satisfaction improvements, including Transactional NPS and related customer metrics
• Support sustainable service growth through operational execution and customer-focused initiatives

Operational Excellence

• Ensure high standards of operational efficiency, including on-time delivery (OTD), lead times, and service responsiveness
• Drive continuous improvement initiatives across processes and systems
• Monitor and improve key performance indicators such as RMA turnaround time and spare parts availability

Leadership & Team Development

• Lead, coach, and develop a team of 10+ employees, fostering a collaborative, service-oriented culture
• Build organizational capability and succession by developing talent at all levels
• Promote high engagement and accountability, ensuring alignment to business goals
• Influence stakeholders across functions and levels to achieve shared objectives

Customer Experience

• Champion a customer-first mindset across the organization
• Enhance service delivery to improve customer satisfaction and loyalty
• Act as a key escalation point for critical customer issues

Health, Safety & Integrity

• Embed and promote a strong HSE (Health, Safety & Environment) culture
• Ensure compliance with safety standards and integrity guidelines
• Monitor HSE performance metrics (e.g., Safety Observation Tours, hazard reporting, incident rates)

Requirements

• Bachelor’s degree required
• Minimum 12+ years of professional experience
• Proven background in Customer Service, Operations, and/or Business Development/Sales management within a B2B technical environment
• Demonstrated experience managing teams of at least 10 people
• Leadership style: collaborative, service-oriented, and results-driven
• Proven ability to lead in complex environments and influence diverse stakeholders (direct, indirect, peers)
• Experience working with technical products across multiple industries
• Fluent in English and French. French is required. English is also required to communicate with customers outside Quebec on a regular basis.

Why ABB?

We empower you to take initiative, challenge ideas, and lead with confidence. You’ll grow through meaningful work, continuous learning, and support that’s tailored to your goals. Every idea you share and every action you take contributes to something bigger.

#ABBCareers #RunwithABB #Runwhatrunstheworld

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.