White Glove OEM Account Manager

ABB; Lancaster (TX); On-site; USD 110,000 - 170,000; Full time

Job summary

ABB invites applications for a role leading a team of administrators and specialists in customer support. Based onsite in Mebane, NC or Lancaster, TX, you will coordinate from inquiry to delivery and after‑sales service, shaping support strategy and ensuring quality and timely delivery.

You will optimize processes and drive customer satisfaction in collaboration with sales and operations. The role emphasizes backlog control, cross‑functional leadership, and data‑driven improvement.

Qualifications

• Bachelor’s degree required; Engineering focus preferred.
• 8+ years of experience in Manufacturing, Project Management, Planning and/or operations.
• Proficiency in Microsoft Excel and PowerPoint, SAP/AMSAP systems, and working knowledge of Power BI, Salesforce, EDI, EWM, Empower, Resilience, COBOL, and Shop Floor Control (SFC).
• Proficiency in English; Spanish is a plus.
• Permanent work authorization to work in the US.

Responsibilities

• Manage strategic customer accounts and order fulfillment operations, proactively controlling backlog and optimizing delivery performance.
• Lead cross-functional communication and issue resolution with sales, operations, factories, logistics, and customers.
• Drive continuous improvement initiatives by coordinating stakeholders to streamline processes and enhance operational efficiency.
• Oversee post‑sales support, claims management, and order execution, handling expedites, cancellations, and quality concerns.
• Monitor account performance through KPI management, forecasting, and executive engagement, delivering actionable insights.

Skills

Leadership

Customer focus

Operations management

Cross-functional collaboration

Process improvement

English proficiency

Education

Bachelor’s degree (Engineering preferred)

Tools

SAP/AMSAP

Power BI

Excel

Salesforce

EDI

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:

White Glove Customer Support Leader

In this role, you will have the opportunity to lead a team of administrators and specialists to handle and coordinate customer support processes in local Sales units, from customer inquiry to product delivery and after‑sales service, to understand the complete sales process and to meet and exceed customer expectations. Each day, you will create, implement, and review customer service strategy and ensure quality, volume, and on‑time delivery based on business standards and customer requests. You will also showcase your expertise by making optimization plans to increase operational excellence and customer satisfaction in the sales process in collaboration with business counterparts.

The work model for the role is:

Onsite in Mebane, NC or Lancaster, TX.

Your role and responsibilities

• Manage strategic customer accounts and order fulfillment operations, proactively controlling backlog, optimizing delivery performance, and ensuring alignment with ABB quality standards and customer commitments
• Lead cross-functional communication and issue resolution efforts, partnering with sales, operations, factories, logistics, and customers to drive customer satisfaction, resolve escalations, and support long‑term account success
• Drive continuous improvement initiatives by coordinating internal and external stakeholders to streamline processes, implement best practices, and enhance operational efficiency across the customer lifecycle
• Oversee post‑sales support, claims management, and order execution, providing effective solutions for complex customer requests while ensuring timely handling of expedites, cancellations, account issues, and quality concerns
• Monitor account performance through KPI management, forecasting, and executive engagement, facilitating business reviews, collaborating with customers and manufacturing sites, and delivering actionable insights to mitigate risks and support business growth.

Our Team Dynamics

Our teams support each other, collaborate, and never stop learning. Everyone brings something unique, and together we push ideas forward to solve real problems. Being part of our team means your work matters - because the progress we make here creates real impact out there.

Qualifications for the role

• Bachelor’s Degree required; Engineering focus preferred
• 8+ years of Experience in Manufacturing, Project Management, Planning and/or operations
• Proficiency in Microsoft Excel and PowerPoint, SAP/AMSAP systems, and working knowledge of business and operational tools including Power BI, Salesforce, EDI, EWM, Empower, Resilience, COBOL, and Shop Floor Control (SFC) applications is preferred
• Proficiency in English; Spanish is a plus
• Candidates must already have permanent work authorization that would permit them to work for ABB in the US.

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 Aff… 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,