White Glove OEM Account Manager

BlackBerry Inc.; Miles (NC); On-site; USD 120,000 - 160,000; Full time

Benefits offered by this job

401k plan with company contributions

ESAP (Employee Stock Acquisition Plan)

11 paid holidays

Job summary

ABB is seeking a leader to manage a team of administrators and specialists handling customer support across local Sales units, from inquiry to delivery and after-sales service. You will develop, implement, and review the customer service strategy to meet quality, volume, and on-time delivery standards.

Onsite in Mebane, NC or Lancaster, TX, or Mount Juliet, TN with up to 20% travel. You will drive improvements, KPI monitoring, and cross-functional collaboration to grow customer satisfaction and

Qualifications

• Bachelor’s Degree required; Engineering focus preferred.
• 8+ years of experience in Manufacturing, Project Management, Planning and/or operations.
• Proficiency in English; Spanish is a plus.
• Ability to travel up to 20% of the time (2 times per month); has a valid passport.

Responsibilities

• Manage strategic customer accounts and order fulfillment, controlling backlog and delivery performance.
• Lead cross-functional communication with sales, operations, factories, logistics, and customers to drive satisfaction and resolve escalations.
• Drive continuous improvement by coordinating stakeholders to streamline processes and enhance operational efficiency.
• Oversee post-sales support, claims management, and order execution, handling expedites and quality concerns.
• Monitor account performance via KPI management, forecasting, and business reviews.

Skills

Excel

PowerPoint

Education

Bachelor’s Degree (Engineering preferred)

Tools

SAP/AMSAP

Power BI

Salesforce

EDI

EWM

Empower

Resilience

COBOL

Shop Floor Control (SFC)

Job description

About the role

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.

Work model

Onsite in Mebane, NC or Lancaster, TX, or Mount Juliet, TN with up to 20% travel required domestically and internationally. #LI-Onsite

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.

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

• 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.
• Ability and willingness to travel up to 20% of the time (2 times per month) both domestically and internationally. A valid passport will be required.
• 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.

Benefits

ABB Benefit Summary for eligible US employees (excludes ABB E-mobility, Athens union, Puerto Rico).

• Health, Life & Disability Choice between two medical plan options: a PPO plan called the Copay Plan OR a High Deductible Health Plan (with a Health Savings Account) called the High Deductible Plan.
• Choice between two dental plan options: Core and Core Plus.
• Vision benefit.
• Company paid life insurance (2X base pay).
• Company paid AD'D (1X base pay).
• Voluntary life and AD'D - 100% employee paid up to maximums.
• Short Term Disability - up to 26 weeks - Company paid.
• Long Term Disability - 60% of pay - Company paid.
• Ability to buy-up to 66 2/3% of pay.
• Supplemental benefits - 100% employee paid (Accident insurance, hospital indemnity, critical illness, pet insurance).
• Paid Parental Leave.
• Employee Assistance Program.
• Health Advocate support resources for mental/behavioral health, general health navigation and virtual health, and infertility/adoption.
• Employee discount program.
• Retirement 401k Savings Plan with Company Contributions.
• Employee Stock Acquisition Plan (ESAP).
• Time off ABB provides 11 paid holidays. Salaried exempt positions are provided vacation under a permissive time away policy.

Equal Employment Opportunity

ABB is an Equal Employment Opportunity and Affirmative Action employer for protected Veterans and Individuals with Disabilities at ABB.

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, or any other characteristic protected by federal and state law.

For more information regarding your (EEO) rights as an applicant, please visit the following websites: https://www.eeoc.gov/sites/default/files/2023-06/22-088_EEOC_KnowYourRights6.12ScreenRdr.pdf

As an Equal Employment Opportunity and Affirmative Action Employer for Protected Veterans and Individuals with Disabilities, applicants may request to review the plan of a particular ABB facility between the hours of 9:00 A.M. - 5:00 P.M. EST Monday through Friday by contacting an ABB HR Representative at 1-888-694-7762.

Protected Veterans and Individuals with Disabilities may request a reasonable accommodation if you are unable or limited in your ability to use or access ABB's career site as a result of your disability. You may request reasonable accommodations by calling an ABB HR Representative at 1-888-694-7762 or by sending an email to [e-mail]. Resumes and applications will not be accepted in this manner.

Why ABB

Add to your story by joining a passionate team, focused on pushing the boundaries of technology to drive performance, shape new business models and find new ways of working that benefit our customers, partners and society. We want you to be proud of being part of ABB. We care. At ABB, we care about our people and their stories. We create safe, fair, equitable and inclusive working environments in which our people can succeed and develop, regardless of gender, ethnicity, sexual orientation or cultural, religious or social background. Diverse teams make us stronger. ABB is also committed to a high standard of integrity in everything we do. We grow.