Field Service Manager: Lead Ops & Elevate Experience

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

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.