EV Service Operations Lead — Remote/Hybrid

ABB E-mobility Holding; Charlotte (NC); Hybrid; USD 90,000 - 130,000; Full time

Job summary

ABB E-mobility is seeking a Service Project Manager to lead service campaigns, manage the service work order backlog, and coordinate cross-functionally to ensure timely resolution and high service levels. This role supports remote or hybrid work from Charlotte, NC.

You will act as a bridge between Service Coordination teams, partners, and operations leadership; optimize resources by geography and skillset; track SLA performance and KPIs; and develop dashboards and reports to drive continuous

Qualifications

• Bachelor’s degree in business, finance, engineering, or related field with 4+ years in service operations.
• In lieu of degree, 8+ years of related work experience.
• Strong organizational and communication skills; able to manage multiple moving parts with ease.

Responsibilities

• Bridge Service Coordination, Partner Coordination, COC and Operations leadership for On-Site Field Service Delivery.
• Own end-to-end management of the service work order backlog, ensuring visibility and prioritization.
• Optimize resource allocation by geography and skillset.
• Track backlog, SLA Adherence, and Service KPIs (On-Time Arrival, First Time Fix Rate, Mean Times To Repair).
• Service Partner Performance Management and monitoring of SLA, FTFR, and closure performance.
• Drive accountability via scorecards and Performance Improvement Plans.
• Develop dashboards, reports, and presentations for Service Partner performance.
• SLA & Customer Commitment Delivery; ensure compliance with contractual SLAs and communicate delays/recovery plans.

Skills

Organizational skills

Communication skills

Analytical mindset

Cross-functional collaboration

EV charging domain knowledge

Education

Bachelor's degree in business, finance, engineering, or related field

Tools

Salesforce

Field Service Lightning

Asana

Jira

Smartsheet

Job description

ABB E-mobility is seeking a Service Project Manager to lead service campaigns, manage the service work order backlog, and coordinate cross-functionally to ensure timely resolution and high service levels. This role supports remote or hybrid work from Charlotte, NC.

You will act as a bridge between Service Coordination teams, partners, and operations leadership; optimize resources by geography and skillset; track SLA performance and KPIs; and develop dashboards and reports to drive continuous