Installed Base Manager

ABB Inc.; Richmond (VA); Hybrid; USD 83,000 - 133,000; Full time

Job summary

ABB Inc. in Richmond, VA is seeking an Installed Base Manager to lead strategic IB management across global service operations, partnering with BPOs to transform ServIS deployment.

The role starts onsite, moves to hybrid, requires 5+ years, SAP/Salesforce, ServIS expertise, and strong data governance; you will drive change and cross-functional collaboration to improve service delivery.

Qualifications

• Masters degree in a technical field required.
• Minimum 5 years experience in business process management, service operations, IT project implementation, or ServIS implementation.
• Hands-on ServIS experience (5+ years).
• Strong Installed Base management knowledge.
• Experience with SAP and Salesforce.
• Familiarity with Gate Model, Six Sigma or Lean methodologies.
• Proven change management and stakeholder engagement skills.
• Excellent English communication.
• Onsite initially, then hybrid; US work authorization required.

Responsibilities

• Define IB management strategy and governance; implement IB processes locally and ensure global guidelines.
• Lead IB processes and tools; support ERP-to-ServIS integration; automate manual processes.
• Define product data requirements; ensure regular flow of new production data to ServIS; migrate legacy data.
• Monitor and improve IB data quality; develop KPIs; leverage Super User support.
• Coordinate with global Service P&T, Country/BU/Factory IB Managers; lead cross-functional forums.

Skills

Installed Base management

ServIS experience

English communication

Stakeholder engagement

Education

Master's degree in a technical field

Tools

ServIS

SAP

Salesforce

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 Business Process Manager

The work model for the role is: Hybrid, Richmond, VA

Your role and responsibilities

In this role as Installed Base (IB) Manager you will lead, together with the BPOs, the strategic implementation and optimization of ServIS within our Service operations, driving service transformation and process excellence across ABB's global service organization.

This is a unique opportunity to shape how we deliver world-class service solutions to our customers while working with cutting-edge technology and cross-functional teams.

You will be mainly accountable for:

• STRATEGY & GOVERNANCEDefine IB management strategy, governance framework, and roles; drive global transformation; implement formalized IB processes locally and ensure Global guidelines for serialization and labeling
• PROCESSES & INTEGRATIONLead IB processes and tools; support factory ERP-to-ServIS integration; automate manual processes; establish data upload monitoring and maintain manual data entry options
• DATA MANAGEMENT & MASTER DATADefine product data requirements; ensure regular flow of new production data to ServIS; migrate legacy product information; align IB database with ABB Master Data and manage related initiatives
• DATA QUALITY & MONITORINGMonitor, clean, and continuously improve IB data quality; develop and track KPIs; leverage Super User support for quality improvements
• COORDINATION & COLLABORATIONCoordinate with global Service P&T, Country/BU/Factory IB Managers and LBU IB Coordinators; lead cross-functional forums; support site assignment process and manage site access

Qualifications for the role

• Masters degree in a technical field
• Minimum 5 years experience in business process management, service operations, IT project implementation, or ServIS implementation; demonstrated ability to manage complex, multi-stakeholder projects with attention to timelines and budgets.
• Highly skilled in Installed Base management
• Knowledgeof SAP and Salesforce, required
• Project Management certification, a plus
• Proven hands-on experience with ServIS (more than 5 years)
• Strong understanding of Gate Model, Six Sigma, Lean methodologies, or similar process frameworks; strong problem-solving abilities with data-driven decision-making approach.
• Excellent skills in driving organizational change, user adoption, and managing stakeholder engagement during implementation transitions.
• You are at ease communicating in English
• Role will be onsite in the beginning and then a hybrid schedule
• Candidates must already have work authorization that would permit them to work for ABB in the US.

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.

Why ABB?

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 Affi­…? (Note: original text)

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 Affi­... 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 employees

[excludes ABB E-mobility, Athens union, Puerto Rico]

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
• Paid Parental Leave
• 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)

Time off

Salaried exempt positions are provided vacation under a permissive time away policy. #LI-hybrid

While base salary is determined by things such as the successful applicant's qualifications and experience, this position is expected to pay between $83,300 and $133,280 annually.

#LI-hybrid

#ABBCareers

#RunwithABB

#Runwhatrunstheworld

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.