Field Service Manager - SLA

USTBC ABB Installation Products Inc.; Auburn Hills (MI); Hybrid; USD 90,000 - 130,000; Full time

Job summary

ABB seeks a Field Service leader to run day-to-day field operations with accountability for customer satisfaction and service quality. You will develop and review field service strategies aligned with global objectives, ensuring urgency, customer focus, and effective staff deployment in the Auburn Hills area.

The role emphasizes improving service delivery, leading a team, and collaborating with internal and external stakeholders to drive value and performance.

Qualifications

• Bachelor’s degree in a technical field or equivalent experience.
• 10% travel maximum; strong leadership of field service teams.
• Experience with SAP, Concur, Workday and robotics apps preferred.

Responsibilities

• Lead day-to-day field service operations for designated areas.
• Drive continuous improvement and first-time-right implementations.
• Monitor KPIs and take corrective actions to meet service targets.
• Manage customer retention and escalations; ensure service excellence.

Skills

Team Leadership

Field Service

Customer Focus

Process Improvement

KPI Tracking

Education

Bachelor's Degree (technical)

High School Diploma with experience

Tools

SAP

Concur

Workday

Robotics applications

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 role sits within ABB's Robotics business, a leading global robotics company. We're entering an exciting new chapter as we've announced the plan for SoftBank Group to acquire ABB Robotics. SoftBank is a globally recognized technology group and investor/operator focused on AI, robotics, and next-generation computing. By joining us now, you'll be part of a pioneering team shaping the future of robotics-working alongside world-class experts in a fast-moving, innovation-driven environment.

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.

This role is contributing to the Robotics Connected Care business. Main stakeholders are internal and external customers in all industries.

Roles and responsibilities

• Ensuring customer retention by delivering superior customer service experience in field service activities.
• 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, Orders, 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
• SLA contract renewal statistics and improvement plan
• Maintain and improve Value Provider partnership management
• 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, project management, and technical support, OR High School diploma and 10+ years' experience in customer support, maintenance, project management, 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 and SLVP meetings.
• 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

ABB is an Equal Employment Opportunity and Affiliation 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 Affinity 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 Veterans and Individuals with Disabilities may request a reasonable accommodation if you are unable or limited in your ability to use