Field Services Operations Leader "Central West"

BlackBerry Inc.; Evansville (IN); On-site; USD 90,000 - 130,000; Full time

Benefits offered by this job

Health, Life & Disability

401k Savings Plan

Employee Assistance Program

Job summary

ABB is seeking an Operations Leader to support the Senior Field Service Manager in directing day-to-day regional field service operations across the central states. You will lead field technicians, drive workforce planning, and ensure safe, high-quality service delivery at customer sites with strong discipline and customer satisfaction.

You will coach staff, monitor KPIs, participate in hiring, and embrace continuous improvement initiatives.

Qualifications

• Bachelor's degree or higher in a technical field or related discipline.
• Minimum 5+ years of field service or technical operations experience.
• Experience coaching and developing field personnel.

Responsibilities

• Lead day-to-day operations and performance of regional field service technicians.
• Plan workforce, scheduling, and resource allocation for timely service delivery.
• Provide coaching and technical support to field staff.
• Monitor performance against service standards and KPIs.
• Participate in hiring, onboarding, and development of field personnel.
• Ensure service delivery aligns with ABB ELSE standards, safety rules, and customer expectations.
• Maintain strong customer relationships through clear communication and problem-solving.
• Review service reports, documentation, and compliance records.
• Conduct field safety audits and promote continuous improvement.
• Assist in budgeting, cost control, and operational efficiency initiatives.

Skills

Team leadership

Communication

Problem-solving

Organizational skills

Analytical skills

Travel willingness

Education

Bachelor's Degree

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.This position reports to:Service Manager__Job SummaryThe Operations Leader supports the Senior Field Service Manager in leading day‑to‑day operations, performance, and development of the regional field service team. This role helps ensure safe, efficient, and high‑quality service delivery across customer sites while maintaining strong operational discipline and customer satisfaction. The Field Service Operations Leader provides hands‑on leadership in technician support, scheduling, performance monitoring, issue escalation, and continuous improvement initiatives. This position plays a key role in driving service excellence, workforce readiness, and operational consistency.This role will support Field Services (and manage the related Field Techs) in the following Central area states: MN, WI, IN, and IL.Key ResponsibilitiesOperational Leadership & Team SupportManage the daily activities and performance of field service technicians.Support workforce planning, scheduling, and resource allocation to ensure timely and effective service delivery.Provide on‑the‑ground guidance, coaching, and technical support to field personnel as needed.Monitor technician performance, productivity, and adherence to service standards and KPIs.Participate in hiring, onboarding, and ongoing development of field service staff.Service Delivery & Customer SupportEnsure high‑quality service execution aligned with ABB ELSE standards, safety requirements, and customer expectations.Support resolution of escalated service issues, coordinating with technical experts and management when necessary.Maintain strong customer relationships through clear communication, responsiveness, and problem‑solving.Assist in reviewing service reports, documentation, and compliance records for accuracy and completeness.Safety, Quality & ComplianceReinforce ABB safety culture and ensure all field activities comply with safety policies, procedures, and regulatory requirements.Conduct field audits, job observations, and safety checks to promote continuous improvement.Support quality assurance initiatives and corrective actions to improve service reliability and reduce repeat issues.Operational Excellence & Continuous ImprovementAssist in analyzing service data, identifying trends, and recommending improvements to processes, tools, and workflows.Support implementation of new programs, technologies, and operational initiatives. Help manage inventory, tools, and equipment readiness for field teams.Contribute to budget planning, cost control, and operational efficiency efforts.QualificationsBachelors Degree and 5+ years of experience in field service, technical service operations, maintenance, or a related industrial/technical environment OR a special combination of education and experience.Demonstrated experience in team leadership, coordination, or supervisory responsibilities.Strong understanding of field service operations, safety practices, and customer service principles.Excellent communication, organizational, and problem‑solving skills.Ability to travel within the Central Area Territory as needed.Experience in industrial equipment, electrical systems, automation, or energy solutions.Familiarity with ABB products, service processes, or enterprise systems.Proven ability to coach and develop field personnel.Strong analytical skills with the ability to interpret service data and performance metrics.What’s in it for you?We empower you to take initiative, challenge ideas, and lead with confidence. You’ll grow through meaningful work, continuous learning, and support that’s tailored to your goals. Every idea you share and every action you take contributes to something bigger.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.pdfAs 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 Veterans and Individuals with Disabilities may request a reasonable accommodation if you are unable or limited in your ability to use or access ABB's career site as a result of your disability. You may request reasonable accommodations by calling an ABB HR Representative at 1-888-694-7762 or by sending an email to [e-mail]. Resumes and applications will not be accepted in this manner.ABB Benefit Summary for eligible US employeesGo to myBenefitsABB.com and click on “Candidate/Guest” to learn moreHealth, Life & DisabilityChoice between two medical plan options: A PPO plan called the Copay Plan OR a High Deductible Health Plan (with a Health Savings Account) called the High Deductible Plan.Choice between two dental plan options: Core and Core PlusVision benefitCompany paid life insurance (2X base pay)Company paid AD&D (1X base pay)Voluntary life and AD&D – 100% employee paid up to maximumsShort Term Disability – up to 26 weeks – Company paidLong Term Disability – 60% of pay – Company paid. Ability to “buy-up” to 66 2/3% of pay.Supplemental benefits – 100% employee paid (Accident insurance, hospital indemnity, critical illness, pet insuranceParental Leave – up to 6 weeksEmployee Assistance ProgramHealth Advocate support resources for mental/behavioral health, general health navigation and virtual health, and infertility/adoptionEmployee discount programRetirement401k Savings Plan with Company ContributionsEmployee Stock Acquisition Plan (ESAP)More about usABB's Service Division partners with our customers to improve the availability, reliability, predictability and sustainability of electrical products and installations. The Division’s extensive service portfolio offers product care, modernization, and advisory services to improve performance, extend equipment lifetime and deliver new levels of operational and sustainable efficiency. We help customers keep resources in use for as long as possible, extracting the maximum value from them, and then recovering and regenerating products and materials at the end of their useful life.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?Apply today or visit https://www.abb.com to learn more about the impact of our solutions across the globe.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?Apply today or visit https://www.abb.com to learn more about the impact of our solutions across the globe.