Service Project Manager

ABB E-mobility Holding; Charlotte (NC); Hybrid; USD 90,000 - 130,000; Full time

Job summary

ABB E-mobility is seeking a Service Project Manager to lead service campaigns, manage the service work order backlog, and coordinate cross-functionally to ensure timely resolution and high service levels. This role supports remote or hybrid work from Charlotte, NC.

You will act as a bridge between Service Coordination teams, partners, and operations leadership; optimize resources by geography and skillset; track SLA performance and KPIs; and develop dashboards and reports to drive continuous

Qualifications

• Bachelor’s degree in business, finance, engineering, or related field with 4+ years in service operations.
• In lieu of degree, 8+ years of related work experience.
• Strong organizational and communication skills; able to manage multiple moving parts with ease.

Responsibilities

• Bridge Service Coordination, Partner Coordination, COC and Operations leadership for On-Site Field Service Delivery.
• Own end-to-end management of the service work order backlog, ensuring visibility and prioritization.
• Optimize resource allocation by geography and skillset.
• Track backlog, SLA Adherence, and Service KPIs (On-Time Arrival, First Time Fix Rate, Mean Times To Repair).
• Service Partner Performance Management and monitoring of SLA, FTFR, and closure performance.
• Drive accountability via scorecards and Performance Improvement Plans.
• Develop dashboards, reports, and presentations for Service Partner performance.
• SLA & Customer Commitment Delivery; ensure compliance with contractual SLAs and communicate delays/recovery plans.

Skills

Organizational skills

Communication skills

Analytical mindset

Cross-functional collaboration

EV charging domain knowledge

Education

Bachelor's degree in business, finance, engineering, or related field

Tools

Salesforce

Field Service Lightning

Asana

Jira

Smartsheet

Job description

ABB E-mobility Is looking for a Service Project Manager to join our dynamic team and take the lead on service campaigns, support ticket resolution, and cross-functional coordination. You'll own end-to-end management of the service work order backlog, ensuring visibility and prioritization

This role is Remote or Hybrid based in Charlotte, NC

In this role, your main accountabilities will be:

• Act as the bridge between Service Coordination Team, Service Partner Coordination Team, COC, Service Operations Leadership Team for On-Site Field Service Delivery
• Own end-to-end management of the service work order backlog, ensuring visibility and prioritization
• Optimize resource allocation by geography and skillset that includes ABB FSEs and Service Partner Technicans.
• Track backlog, SLA Adherence, and Service KPIs (On-Time Arrival, First Time Fix Rate, Mean Times To Repair.
• Service Partner Performance Management
• Monitor SLA, FTFR, and closure performance
• Drive accountability via scorecards and Performance Improvement Plans
• Develop Dashboards, Reports and Presentations for Service Partner Performance
• SLA & Customer Commitment Delivery
  • Ensure compliance with contractual SLAs
  • Identify and mitigate risks to SLA performance
  • Communicate delays and recovery plans

To make the above work, we need an experienced Service Professional with:

• Bachelor's degree in business, finance, engineering, or a related field and 4+ years' experience in service operations, technical project management, or a similar role. In Lieu of a bachelor's degree, we will consider 8+ years of related work experience
• Strong organizational and communication skills - able to manage multiple moving parts with ease
• Familiarity with ticketing systems (e.g., Salesforce, Field Service Lightning) and project management tools (e.g., Asana, Jira, Smartsheet)
• Understanding of EV charging infrastructure, hardware/software ecosystems, or related industries
• Analytical mindset with a knack for problem-solving and continuous improvement
• Experience working cross-functionally in a fast-paced, tech-forward environment

ABB E-mobility is a world leader in EV charging technology and a partner of choice for the world's biggest electric vehicle OEMs and nationwide EV charging network operators. With a strong R&D pipeline, our robust product portfolio of innovative holistic solutions - from grid to charge point and domestic installations to large fleet depots - means we are actively enabling the future of e-mobility, not just predicting it.