Service Coordinator-UPS

USTBC ABB Installation Products Inc.; Sesto San Giovanni; Hybrid; EUR 35,000 - 43,000; Full time

Benefits offered by this job

Flexible working hours

Hybrid work options

Welfare plan

Canteen or meal vouchers

Job summary

ABB Italy seeks a Service Coordinator to manage on-site service activities across multiple industries, ensuring adherence to ABB and customer standards and safety requirements. You will be the primary customer contact during service execution, coordinating Field Service Engineers and Operations Managers to deliver a top‑tier service experience.

You will track service interventions, ensure proper documentation, and maintain engineers' certification records, while supporting continuous improvement

Qualifications

• Degree or Diploma in Engineering or a related technical field.
• Minimum 5 years of experience in customer service coordination or field service management.
• Experience in critical power, UPS systems, electrical equipment, or related sectors is advantageous.
• Familiar with CRM (Salesforce) and ERP (SAP); able to use Jira/ServiceNow.
• Willingness to travel domestically and internationally ~25–30%.

Responsibilities

• Coordinate on-site service operations and act as the main customer interface.
• Identify gaps in service delivery and drive corrective actions with engineers and managers.
• Monitor service interventions and ensure timely, accurate documentation.
• Maintain engineers' competency, training, and certification records.
• Collaborate to optimize resource allocation and responsiveness to customer needs.
• Support continuous improvement initiatives for service quality and efficiency.
• Ensure activities comply with ABB processes, contracts, and safety requirements.

Skills

Customer service

Field service

Service operations

Stakeholder management

English proficiency

Education

Engineering degree

Tools

Salesforce

SAP

Jira

ServiceNow

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.

Your role and responsibilities

In this role, you will coordinate on-site service activities, ensuring compliance with both ABB and customer standards, procedures, and safety requirements. Acting as the primary point of contact for customers during service execution, you will play a key role in delivering an outstanding service experience and ensuring operational excellence.

This position contributes to the success of ABB's Critical Power business in Italy, serving customers across multiple industries, including Data Centers, Healthcare, Telecommunications, Financial Services, Manufacturing, Government, Aerospace, and Energy & Utilities.

You will be mainly accountable for:

• Coordinate service operations and act as the main customer interface throughout service delivery activities.
• Identify gaps in service execution, contract performance, and customer satisfaction, collaborating with Field Service Engineers and Operations Managers to implement corrective actions.
• Monitor the completion of service interventions and ensure all service documentation is submitted accurately and on time.
• Maintain and oversee engineers' competency, training, and certification records.
• Collaborate with fellow Service Coordinators to optimize Field Service Engineer resource allocation and maximize responsiveness to customer requests and contractual commitments.
• Support continuous improvement initiatives aimed at enhancing service quality, operational efficiency, and customer satisfaction.
• Ensure service activities are executed in accordance with ABB processes, contractual obligations, and health and safety requirements.

Qualifications for the role

• Degree or Diploma in Engineering or a related technical field.
• Minimum 5 years of experience in customer service coordination, field service management, service operations, or a similar role.
• Previous experience within industries such as critical power, UPS systems, electrical equipment, industrial automation, telecommunications, or related sectors is considered a strong advantage.
• Solid experience working with CRM platforms (preferably Salesforce), ERP systems (preferably SAP), and service/ticketing tools such as Jira or ServiceNow.
• Familiarity with project management tools such as Microsoft Project, Asana, or equivalent.
• Strong organizational, planning, and stakeholder management skills.
• Customer-oriented mindset with a passion for service excellence and continuous process improvement.
• Ability to work in a fast-paced environment, manage priorities, and coordinate multiple activities simultaneously.
• Fluent in English, both written and spoken.
• Availability to travel domestically and internationally as required for customer visits, meetings, and training activities (approximately 25-30% annually).

Compensation Package

• Applicable CBA: Metalmeccanico
• Minimum annual salary: €39.000
• Variable Pay: Eligible for Company Productivity Bonus

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

Benefits as per policy

• Flexible working hours, hybrid work options, and a strong focus on work-life integration and Wellbeing support for employees and their families
• Welfare plan with a wide range of personalized services
• Canteen or meal vouchers provided

More about us

Electrification provides leading electrical distribution and management technologies, solutions and services to electrify the world in a safe, smart and sustainable way. The portfolio includes medium- and low-voltage electrical components, switchgear, digital devices, enclosures, and circuit breakers, among others. With our products, solutions and services, we collaborate with customers to improve power delivery and security, enhance energy management, efficiency and operational reliability, as we seek to achieve a low carbon society.

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?