Lead Remote Service Engineer

ABB E-mobility; Heidelberg; Remote; EUR 90.000 - 125.000; Vollzeit

Benefits dieser Stelle

Health insurance

Zusammenfassung

ABB E-mobility in Heidelberg is seeking a Remote Service Team Lead - EU to guide a dedicated remote service team serving a large EV charging customer portfolio across Europe. You will combine technical depth, leadership and customer focus to ensure reliable delivery.

Responsibilities include coordinating T2/T3 support, driving SLA performance, and developing team capabilities while collaborating with Field Service, Quality, Software and Product teams.

Qualifikationen

• Bachelor's or Master's degree in a related technical field.
• Experience leading remote service or SLA-driven teams.
• Proven ability to manage escalations and cross-functional collaboration.
• Experience with charger diagnostics and remote troubleshooting.
• Knowledge of electrical systems and technical diagnostics.
• Experience with CRM platforms (e.g. Salesforce).
• Fluent in English; additional European languages advantageous.

Aufgaben

• Lead and coordinate the remote service team, including planning and coaching.
• Serve as operational and technical focal point with Field Service and Product teams.
• Drive SLA performance and manage customer escalations.
• Oversee proactive monitoring of charger fleets and improve reliability.
• Diagnose and resolve complex technical issues with thorough documentation.
• Lead software rollouts, updates, and campaigns with risk management.
• Develop team capabilities through coaching and process improvements.
• Identify service improvement opportunities and support scalable operations.

Kenntnisse

Team leadership

Remote service

SLA management

Charger diagnostics

CRM familiarity

Electrical systems

Cross-functional collaboration

Ausbildung

Bachelor's or Master's in Electrical Engineering / IT / Software Engineering

Tools

Salesforce

Diagnostic tools

Jobbeschreibung

As a Remote Service Team Lead - EU, you will lead a dedicated remote service team serving a large and business-critical EV charging customer portfolio across Europe. You will combine technical depth, operational discipline, customer focus and people leadership to ensure reliable service delivery across complex charging infrastructure.

What Will You Do

• Lead and coordinate the remote service team, including planning, prioritization, coaching, and execution of T2/T3 support activities.
• Serve as the key operational and technical focal point, collaborating closely with Field Service, Quality, Software, Product, and local service teams.
• Ensure outstanding customer service delivery by driving SLA performance, managing escalations, and maintaining high service quality standards.
• Oversee proactive monitoring of charger fleets and use data-driven insights to improve reliability, availability, and customer outcomes.
• Drive the diagnosis and resolution of complex technical issues, ensuring thorough troubleshooting, clear documentation, and effective field guidance.
• Lead and support software rollouts, updates, campaigns, and configuration changes while managing associated risks and follow-up activities.
• Develop team capabilities through coaching, knowledge sharing, and continuous improvement of processes, tools, and ways of working.
• Contributes to the growth of ABB's remote service business by identifying service improvement opportunities, strengthening customer relationships, and supporting a scalable operating model.

What Will You Bring

• Bachelor's or Master's degree in Electrical Engineering, Electromechanics, IT, Software Engineering, or a related technical field.
• Several years of experience in EV charging, remote service, field service, technical support, or other complex infrastructure environments.
• Proven experience leading, coaching, and developing technical support teams in a fast-paced, SLA-driven environment.
• Strong expertise in remote troubleshooting, charger diagnostics, service escalations, case management, and minimizing customer-impacting downtime.
• Solid knowledge of electrical systems, installations, maintenance, and technical diagnostics.
• Experience with CRM platforms (e.g. Salesforce) and diagnostic tools; familiarity with fleet monitoring, software rollouts, and data-driven service tools is an advantage.
• Strong analytical and problem-solving skills, with the ability to translate technical findings into clear actions for customers and internal stakeholders.
• Excellent planning, prioritization, and communication skills, with the ability to manage escalations, customer pressure, and cross-functional collaboration.
• Fluent in English; additional European languages such as German, French, or Spanish are considered an advantage.

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.