Product Enablement & Support Manager, Automation & Electrification Product Portfolio

Abb Holdings Inc; Mannheim; On-site; EUR 180,000 - 280,000; Full time

Job summary

ABB is seeking a senior leader to head Product Enablement & Support across a global organization. You will empower local divisions to drive adoption, translate field insights into portfolio improvements, and maintain high service quality.

You’ll influence cross-functional teams spanning Product Management, Marketing, Engineering, Sales, and Support. The role oversees a worldwide team with follow-the-sun operations and a substantial commercial impact, reporting to the Head of Product Engineering

Qualifications

• Over 15 years in industrial automation or related technology.
• 7+ years in leadership of enablement, support, or product teams.
• Experience leading global cross-functional organizations.
• Understanding of product lifecycle, commercialization, and knowledge management.
• Experience with digital enablement platforms or AI-assisted support.

Responsibilities

• Lead global Product Enablement & Support across sales enablement, knowledge management, AI-assisted engagement, and Level 3 product support.
• Define the operating model, performance standards, and regional coverage for scalable global services.
• Strengthen technical sales readiness through strategic opportunity support, PoCs, launches, and customer enablement.
• Improve adoption and satisfaction through escalation management, root cause analysis, and readiness.
• Develop knowledge strategy, expanding self-service and AI-assisted inquiry management.
• Collaborate with Product Management, Product Marketing, Technical Product Management, Product Training, Engineering, and Sales.
• Establish and monitor performance measures covering enablement effectiveness and customer satisfaction.
• Own workforce planning, budget management, and continuous improvement, including follow-the-sun operations.

Skills

Global leadership

Cross-functional teams

Strategic communication

Industry experience

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:

Head of Product & Portfolio Management, Automation & Electrification, Energy Industries

ABB's Energy Industries Automation & Electrification (A&E) product portfolio operates in technically complex, relationship-intensive markets where the ability to translate product capability into customer value is a decisive competitive advantage. The Product Enablement Support Manager exists to build, lead, and continuously improve the global function that makes that translation possible from first technical conversation to long-term adoption and loyalty.

This role owns the full arc of post-definition product success: equipping local division teams to thrive, enabling customers to adopt and extract value, sustaining quality through expert support, and feeding field intelligence back into the portfolio. Reporting to the Head of Product Engineering Enablement and operating as a senior leader within the A&E organization, the position is accountable for a global team of professionals, follow-the-sun operations, and commercial impact tied to approximately $500M in annual order intake.

The role operates at the intersection of Product Management, Product Marketing, Technical Product Management, Product Training, Engineering, Sales, and Customer Support acting as the connective element that transforms strategy into market results and customer feedback into portfolio improvement.

Global Opportunity - Open to Candidates Worldwide

While this job posting may display only a limited number of locations, we welcome applications from qualified candidates globally. If you believe your skills and experience match this role, we encourage you to apply regardless of your current location.

This position does not require relocation. The successful candidate will be employed and hosted through their current ABB location or the nearest suitable ABB office.

Main responsibilities

• Manage and develop the global Product Enablement & Support organization across product sales support, enablement, knowledge management, AI-assisted engagement, and Level 3 product support.
• Define the operating model, performance standards, and regional coverage to deliver effective, scalable global services.
• Strengthen technical sales readiness through strategic opportunity support, proof-of-concepts, product launches, and customer and partner enablement.
• Improve customer adoption and satisfaction through effective escalation management, root cause analysis, support readiness, and structured product feedback.
• Develop the knowledge strategy, expanding self-service, knowledge reuse, and AI-assisted inquiry management to improve service quality and efficiency.
• Collaborate with Product Management, Product Marketing, Technical Product Management, Product Training, Engineering, and Sales to align priorities and translate field insights into improvements.
• Establish and monitor performance measures covering enablement effectiveness, adoption, product quality, knowledge utilization, and customer satisfaction
• Own workforce planning, budget management, employee development, and continuous improvement, including follow-the-sun operations.

Qualifications

• At least 15 years of experience in industrial automation, industrial software, SCADA, process control, digital solutions, energy industries, or a related technology environment.
• At least seven years of leadership experience in product enablement, product support, technical sales, product management, product marketing, customer success, or related discipline.
• Demonstrated ability to lead global customer-facing technical organizations and cross-functional teams in a matrix environment.
• Deep understanding of product lifecycle management, commercialization, customer adoption, technical support operations, and knowledge management.
• Experience implementing digital enablement platforms, AI-assisted support, knowledge management processes, or operational transformation initiatives.
• Demonstrated ability to balance commercial growth, customer outcomes, product quality, operational performance, and people development.
• Skilled in communication, stakeholder engagement, and cross-functional collaboration, with an emphasis on continuous improvement.
• Fluent English, broad cultural awareness, and demonstrated ability to lead across regions and cultures.

*This opportunity is open to candidates in multiple countries, with the final work location determined based on the selected candidate. As compensation may vary by location, we are committed to being transparent throughout the hiring process and will share details of the salary range, variable compensation and benefits package with candidates who progress to the first interview stage for a location in the European Union, covered by the EU Pay Transparency Directive.

The final offer will be tailored based on your role location, experience, skills and qualifications, internal market positioning and alignment with ABB internal standards.

Building a cleaner, smarter future takes all kinds of minds: the curious, the courageous, and the creative. That's why we welcome people from all backgrounds and experiences.

Ready to make an impact?