Service Team Leader

ABB E-mobility; Charlotte (NC); Remote; USD 75,000 - 95,000; Full time

Job summary

A leading company in EV charging technology seeks a Service Team Leader to manage a technical support team. This remote role involves overseeing team performance, enhancing processes, and ensuring customer satisfaction while collaborating with stakeholders. Ideal candidates will have a strong background in service management and excellent communication skills.

Benefits

401k

Health coverage

Paid parental leave

Qualifications

• 2 years experience in a leadership role with direct people management responsibility.
• Industry knowledge of electric vehicle charging preferred.

Responsibilities

• Onboard and manage the technical support team, coordinate resources and plan schedules.
• Ensure proper training, safety, performance monitoring, and adherence to Service Level Agreements.
• Attend weekly customer calls and ensure positive customer experiences.

Skills

Customer-centric mindset

Agile mindset

Excellent communication skills

Education

Bachelor’s degree

Associate degree

Tools

Windows applications

Linux systems

Salesforce

SAP

Job description

Join to apply for the Service Team Leader role at ABB E-mobility

About ABB E-Mobility
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. The Service Team Leader will manage a team of technical support specialists who will be our second line of support in technical troubleshooting, case management, response/updates, and general assistance. The team leader will continue to build and coordinate with relevant stakeholders and program implementers on best practices to improve processes, response times, commissioning coordination, and strategic problem resolution to increase customer satisfaction.

Position Details

• This is a remote position, with a preference for Eastern time zone.

Main Responsibilities

1. Build our team: Onboard and manage the technical support team, coordinate resources, plan schedules, and forecast future growth based on metrics and reports. Support multiple time zones and provide first and second-level technical support via phone.
2. Accountability: Ensure proper training, safety, performance monitoring, and adherence to Service Level Agreements. Provide feedback and conduct performance reviews. Track call statuses and ensure timely updates in the support database.
3. Process Improvement: Collaborate on strategic planning, process audits, and trend analysis. Develop and automate support processes to meet quality standards like ISO9001.
4. Customer Relations: Attend weekly customer calls, escalate urgent issues, track support cases, and ensure positive customer experiences through clear communication and resolution tracking.

Qualifications

• Bachelor’s degree with 2 years’ experience or associate degree with 4 years’ experience in a complex service team.
• At least 2 years in a leadership role with direct people management responsibility.
• Customer-centric, agile mindset, and entrepreneurial approach.
• Global outlook, creative, adaptable, and a team builder.
• Excellent communication skills in English; Spanish or French is a plus.
• Industry knowledge of electric vehicle charging preferred.
• Ability to travel up to 25% nationally or internationally.
• Proficiency in Windows applications, troubleshooting Linux systems, and experience with EV charging systems, Lean Six Sigma, Salesforce, SAP is advantageous.

Benefits

• Competitive salary and benefits including 401k, health coverage, paid parental leave.
• Work with a diverse, global team in a fast-growing environment.