Service Team Leader

ABB E-mobility B.V.; United States; Remote; USD 60,000 - 100,000; Full time

Job summary

Join a forward-thinking company as a Service Team Leader, where you'll manage a dedicated technical support team in a remote setting. This role emphasizes leadership, customer satisfaction, and process improvement within the rapidly evolving electric vehicle charging industry. You will be instrumental in ensuring timely support and service excellence, while also fostering a culture of accountability and continuous improvement. Embrace the opportunity to work with top specialists in a diverse environment, contributing to sustainable mobility solutions while enjoying a competitive compensation package. If you're a proactive leader with a passion for customer service and technical excellence, this role is perfect for you.

Benefits

Competitive Compensation Package

Diverse Work Environment

Opportunities for Growth

Flexible Work Hours

Qualifications

• 2+ years in a leadership role managing a technical support team.
• Experience in electric vehicle charging industry preferred.
• Ability to travel nationally or internationally up to 25%.

Responsibilities

• Manage and onboard a technical support team for effective service delivery.
• Ensure compliance with Service Level Agreements and customer satisfaction.
• Collaborate on process improvements and strategic planning initiatives.

Skills

Leadership

Customer Centric Mindset

Technical Troubleshooting

Process Improvement

Communication Skills

Agility and Adaptability

Fluency in English

Team Building

Education

Bachelor’s Degree

Associate’s Degree

Tools

Salesforce Case Management

SAP

Microsoft Word

Microsoft Excel

Microsoft PowerPoint

Job description

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 continue and build processes with next tier support, better response times to case and call management, commissioning coordination and strategic solutions problem resolution or define path to resolution to increase customer satisfaction.

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

In this role, your main accountabilities will be:

• Build our team: Onboard and manage our technical support team. Coordinate and plan for sufficient resources for all service functions (calls, cases, commissioning, and campaigns), rotation schedules and after-hours support. Work with management to forecast future growth of the team and present factual evidence based on historical reports and metrics from our system and team experiences. Account for support in several time zones andprovide first and second-level telephone Technical Support as assigned.
• Accountability: Ensure all staff, customers, and third parties are properly trained in their respective areas, and safe when working on ABB products. Monitor safety performance and escalate when working in unsafe environments. Provide one to one feedback to individuals and performance reviews for your support team. Hold team members accountable for their performance throughout the year with proper reporting and metrics. Ensure the team can uphold the business Service Level Agreements established with customers via Cases, Call response time is attainable, product commissioning of new sites is properly supported and are properly supported by technical staff. Focus on ensuring Service Level Agreements are met, and provide timely updates and tracking of call status and information in the customer support database
• Process Improvement: Collaborate and contribute to process improvement with recommended strategic planning, preparing, presenting, and completing actionable plans; resolving problems, auditing current process, identifying service trends in the organization and industry wide, develop the next evolution of our customer support process and work with our program implementer to enhance and automate service applications with the goal to meet ISO9001 or related quality standards.
• Customer Relations: Attend weekly calls with customers (internal and external) to ensure that service tasks are delegated and followed through. Be an escalation point for both our customers and internal team members to resolve urgent request and prioritize focus within the team. Ensure that any customer issue is tracked using ABB ticket management system, resolution, or a path to resolution of customer issues is defined and that all the relevant elements are documented and escalated to the right technical support specialists, subject matter experts for a specific product and coordinates resolution with next tier Service and/or Spare Parts teams. Proactively informs customers about issue status based on inputs, clarifies any questions. Ensures a positive customer experience throughout the entire process.

To make this work, we need an experienced and technical people leader with:

• Bachelor’s degree with 2 years’ experience or associates degree with 4 years’ experience in a complex service team.
• At least 2 years in a leadership function with direct people management responsibility
• A true customer centric and agile mindset
• A hands-on and entrepreneurial approach to establish a new organization in a fast-paced market
• A global mindset, creative thinker with an openness to change, development, and adaptability
• A team player and team builder, who can empower a group of specialists. Ability to interact with people at all levels within the organization
• A strong communicator, alert, stress resistant, and punctual
• Fluency in English, both written and spoken. Spanish or French speaking would be a plus.
• Direct industry and market knowledge of electric vehicle charging is strongly preferred
• Ability to travel nationally or internationally up to 25% of the time as needed so support key development efforts.
• Proficiency in Windows based applications, Microsoft Word, Excel, and PowerPoint.
• Strong repair troubleshooting experience with Linux based systems would be preferred.
• Experience with EV Charging systems, Lean Six Sigma Methods, Salesforce Case Management, SAP would be a plus.

What’s in it for you?

Work with the best specialists in their field, in a diverse environment with unparalleled global reach. Feel inspired by our fast growth. You will have the accountability to own your part in enabling a future of sustainable and efficient mobility. You can also count on a competitive compensation package in line with your capabilities and experience. Diversity, inclusion, and equal opportunities are at the core of what we do. We celebrate different experiences and perspectives, and we aim to empower everyone in the creation of sustainable solutions for people all over the world. Our individual differences make us successful.

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.

Our Collaborative Operations Center (COC) comprises three specialized teams dedicated to ensuring the seamless operation of all ABB E-mobility chargers. The Customer Support team handles customer contact and case management, including work order creation for our field team. Meanwhile, the Charger Operations team manages all remote activities such as software updates, charger configurations, troubleshooting, and field team support. Additionally, our Technical Support team addresses individual technical issues in the field.