Robotics Field Service Lead

ABB Inc.; Auburn Hills (MI); Hybrid; USD 85,000 - 120,000; Full time

Benefits offered by this job

Health insurance

401k plan

Paid holidays

Vacation

Job summary

ABB Inc. in Auburn Hills, MI is seeking a Field Service Leader to head nationwide field service operations.

You will drive day-to-day field service activities, ensure first-time-right outcomes, and align with the global service strategy. The role is hybrid at the Auburn Hills location with up to 10% travel, collaborating with SAP, Concur, Workday, and robotics applications to support customers across industries.

Qualifications

• Bachelor's degree in a technical field with 8+ years in customer support, maintenance, and technical support, or a High School diploma with 10+ years in customer support, maintenance, and technical support.
• Lead Field Service Team with full accountability for daily field service activities.
• Create, implement, and review field service operations strategy for designated areas based on the global service business strategy.
• Customer-centric focus delivering superior service, ensuring retention and high satisfaction.
• Prior experience with SAP, Concur, Workday and Robotics applications preferred.

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

Field Service Leadership

Customer Focus

KPI Monitoring

Industrial robotics

Education

Bachelor's Degree in technical field

High School diploma

Tools

SAP

Concur

Workday

Robotics applications

Job description

ABB Inc. in Auburn Hills, MI is seeking a Field Service Leader to head nationwide field service operations.

You will drive day-to-day field service activities, ensure first-time-right outcomes, and align with the global service strategy. The role is hybrid at the Auburn Hills location with up to 10% travel, collaborating with SAP, Concur, Workday, and robotics applications to support customers across industries.