Field Service Manager - Emergency

USTBC ABB Installation Products Inc.; Auburn Hills (MI); Hybrid; USD 90,000 - 140,000; Full time

Job summary

ABB in Auburn Hills, MI, is seeking a Field Service Leader to run day-to-day field service operations across designated areas, aligning with global service strategies and ensuring customer focus and urgency in response. Hybrid work model at Auburn Hills, MI is offered.

You will lead field service activities, drive continuous improvement, monitor KPIs, and escalate as needed to maintain service excellence and first-time right implementations.

Qualifications

• Bachelor's Degree, preferably in a technical field, with 8+ years in customer support, maintenance, and technical support.
• Or High School diploma with 10+ years in customer support, maintenance, and technical support.
• Team Leader: accountable for daily field service activities.
• Experience with SAP, Concur, Workday and Robotics applications preferred.
• Willing to travel up to 10% for meetings or escalations.

Responsibilities

• Will be responsible for nationwide field service support for all customer requests including emergency intervention, scheduled visits, and preventative maintenance.
• Ensuring customer retention by delivering superior customer service experience in field service activities, while driving continuous improvement of field service quality, enabling a first-time right implementation.
• Steering performance of the field service activities by following up on KPIs and driving corrective actions based on them.
• KPI's include plan of execution and track results, Utilization/Absorption, aligning skillsets of staff and assigning training based on skill gaps.
• Guiding a continuous improvement culture and the implementation of improvements to achieve service excellence in your area of responsibility.
• Financial Reporting - Orders, Revenue, EBITA
• Operational Reporting - Time to respond, Time to quote, Time to get FSE onsite, first-time fix rate, Time to invoice
• Track NPS Score for both Internal/SLVP visits and take ownership of any escalations

Skills

Team Leadership

Customer-centric

SAP

Concur

Workday

Robotics applications

Strategic planning

Education

Bachelor's Degree (technical preferred)

High School diploma + 10+ years experience

Job description

At ABB, we help industries outrun - leaner and cleaner. Here, progress is an expectation - for you, your team, and the world. As a global market leader, we'll give you what you need to make it happen. It won't always be easy, growing takes grit. But at ABB, you'll never run alone. Run what runs the world.

This Position reports to:

Director of Training

In this role, you will have the opportunity to lead the Field Service team with full accountability of running the day-to-day field service activities and to overachieve customer expectations. Each day, you will create, implement, and review field service operations strategies for designated area(s) based on the global service business strategy. You will also showcase your expertise by ensuring customer focus, understanding sense of urgency, and care in your area of responsibility.

The work model for the role is hybrid at our Auburn Hills, MI location.

Roles and responsibilities:

• Will be responsible for nationwide field service support for all customer requests including emergency intervention, scheduled visits, and preventative maintenance.
• Ensuring customer retention by delivering superior customer service experience in field service activities, while driving continuous improvement of field service quality, enabling a first-time right implementation.
• Steering performance of the field service activities by following up on Key Performance Indicators (KPIs) and driving corrective actions based on them.
• KPI's include plan of execution and track results, Utilization/Absorption, aligning skillsets of staff and assigning training based on skill gaps.
• Guiding a continuous improvement culture and the implementation of improvements to achieve service excellence in your area of responsibility.
• Financial Reporting - Orders, Revenue, EBITA
• Operational Reporting - Time to respond, Time to quote, Time to get FSE onsite, first-time fix rate, Time to invoice
• Track NPS Score for both Internal/SLVP visits and take ownership of any escalations

Qualifications for the role.

• Bachelor's Degree, preferably in a technical field, and 8+ years' experience in customer support, maintenance, and technical support, OR High School diploma and 10+ years' experience in customer support, maintenance, and technical support.
• Team Leader: leading Field Service Team will full accountability of managing and overseeing daily field service activities.
• Creates, implements, and reviews field service operations strategy for designated areas based on the global service business strategy.
• Customer Centric: delivering superior customer service experience, exceeding customer expectations, ensure customer retention, etc.
• Prior experience working with SAP, Concur, Workday and Robotics applications is preferred.
• Up to 10% travel is required for customer meetings or escalations.
• You are passionate about technology including robotic solutions.

What's in it for you

We empower you to take the lead, share bold ideas, and shape real outcomes. You'll grow through hands‑on experience, mentorship, and learning that fits your goals. Here, your work doesn't just matter, it moves things forward

Equal Employment Opportunity

ABB is an Equal Employment Opportunity and affirmative action employer for protected veterans and individuals with disabilities at ABB.

All qualified applicants will receive consideration for employment without regard to their - sex (gender identity, gender expression, sexual orientation), marital status, citizenship, age, race and ethnicity, inclusive of traits historically associated with race or ethnicity, including but not limited to hair texture and protective hairstyles, color, religious creed, national origin, pregnancy, physical or mental disability, genetic information, protected veteran status, or any other characteristic protected by federal and state law.

For more information regarding your (EEO) rights as an applicant, please visit the following websites: https://www.eeoc.gov/sites/default/files/2023-06/22-088_EEOC_KnowYourRights6.12ScreenRdr.pdf

As an Equal Employment Opportunity and affirmative action employer for protected veterans and individuals with disabilities, applicants may request to review the plan of a particular ABB facility between the hours of 9:00 A.M. - 5:00 P.M. EST Monday through Friday by contacting an ABB HR Representative at 1-888-694-7762.

Protected Veteran