Field Services Operations Leader "Central West"

ABB; Illinois; On-site; USD 110,000 - 140,000; Full time

Benefits offered by this job

Health insurance

401k with company contributions

Employee discounts

Job summary

ABB is seeking an Operations Leader to support the Senior Field Service Manager in guiding day‑to‑day field service operations across the Central area (MN, WI, IN, IL). You will lead technicians, drive safety, performance, and customer satisfaction while promoting disciplined execution and continuous improvement.

You’ll coach teams, monitor KPIs, assist in scheduling and workforce planning, and ensure service delivery meets ABB ELSE standards. Travel within the region is required.

Qualifications

• Bachelor's degree in a technical field or equivalent experience.
• Proven leadership in field service operations and team supervision.
• Strong safety culture and customer service principles.

Responsibilities

• Manage the daily activities and performance of field service technicians.
• Support workforce planning, scheduling, and resource allocation.
• Provide on‑the‑ground guidance, coaching, and technical support.
• Monitor technician performance, productivity, and KPIs.
• Participate in hiring, onboarding, and ongoing development of field staff.

Skills

Field service leadership

Team supervision

Customer service

Travel up to 50%

Strong communication

Education

Bachelor's degree

Tools

Field service software

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 Summary

The 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 Responsibilities

Operational Leadership & Team Support

• Manage 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 Support

• Ensure 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 & Compliance

• Reinforce 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 Improvement

• Assist 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.

Qualifications

• Bachelors 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 Aff…

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 Aff… 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 Employees

Go to myBenefitsABB.com and click on “Candidate/Guest” to learn more

Health, Life & Disability

• Choice 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 Plus
• Vision benefit
• Company paid life insurance (2X base pay)
• Company paid AD&D (1X base pay)
• Voluntary life and AD&D – 100% employee paid up to maximums
• Short Term Disability – up to 26 weeks – Company paid
• Long 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 insurance
• Parental Leave – up to 6 weeks
• Employee Assistance Program
• Health Advocate support resources for mental/behavioral health, general health navigation and virtual health, and infertility/adoption
• Employee discount program

Retirement

• 401k Savings Plan with Company Contributions
• Employee Stock Acquisition Plan (ESAP)

More About Us

ABB'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.