Field Service Operations Manager

Take your next career step at ABB with a global team that is energizing the transformation of society and industry to achieve a more productive, sustainable future. At ABB, we have the clear goal of driving diversity and inclusion across all dimensions: gender, LGBTQ+, abilities, ethnicity and generations. Together, we are embarking on a journey where each and every one of us, individually and collectively, welcomes and celebrates individual differences.

In this position, you will be supervising a team of Service Engineers and Service Technicians working with ABB drives in Motion Service in New Berlin, Wisconsin. You will be developing a strong customer focused operation team support ABB drives field service and support delivery. Field Service Operations is responsible for leading, managing, establishing strategies, improvement of business process and directing implementation for field service delivery.

This position reports to

Director, Technical Service Delivery

Your responsibilities

• Health, safety and environment (HSE): Ensure, with the HSE Manager, compliance with group health, safety, and environmental directives and that regulations are adhered to, while monitoring and reporting progress and results Assesses risks and safety hazards and implements plans to ensure people and equipment safety
• Budget: Manage the cost center budget and optimize spending to train and develop personnel while staying within annual operating budget. Maintain working knowledge of active budget and spending for the department participate with finance and the unit manager to prepare the annual cost center budget
• Operational performance: Define and monitor customer-centric key performance indicators. Manage and address customer needs and concerns in a timely manner. Identify, develop, plan, implement, and execute operational process improvements for field service delivery
• Customer Relations: Participate in the integrated business planning process (IBP) to ensure the appropriate labor is available to meet medium- and short-term customer demands and expectations. May provide support to Sales during customer visits to explain capabilities of the service team. Support the customer complaint resolution process (CCRP) as a resolution owner for service and field-related issues
• People leadership and development: Ensure, with the HR Manager, that the area of responsibility is properly organized, staffed, skilled and directed. Guide motivate, and develop direct and indirect subordinates within HR policies. Develop training programs, including generation and maintenance of training course content, establishes training requirements, and updates and monitors progress for all production staff using appropriate LMS (Learning Management System)
• Review technically complex projects with Sales Managers and customers for clarification of all technical and commercial issues and develop a plan for contract satisfaction
• Interface with vendors and subcontractors to ensure the scheduled ordering, completion, and arrival of parts, components, equipment, etc. that meet company quality and specification requirements
• Create complete project plan and timeline for completion of project as coordinated with the Equipment Provider and End Customer. Including coordination with other ABB BUs and contractors

Your background

• Bachelor degree with 5 years of experience OR Associate degree with 7 years of experience OR High School Diploma/GED with 9 years of experience required
• Travel up to 25% required
• Complex project management experience required
• Exceptional analytical, communication and leadership skills required
• Candidates must already have a work authorization that would permit them to work for ABB in the US

Benefits

• Retirement plan
• Life insurance
• Disability insurance
• Healthcare plan
• Wellbeing program

More about us

ABB Motion Services serve customers around the globe with innovative services to maximize performance, uptime and energy efficiency throughout the lifetime of electrical motion solutions. Electrical motion is applied everywhere in industries, cities, infrastructure and transportation and is a cornerstone of the energy revolution. Our people and culture are the foundation of our success. We drive innovations through digitalization and make the difference for our customers and partners every day. ABB Motion keeps the world turning, while saving energy every day. We look forward to receiving your application. If you want to discover more about ABB, take another look at our website www.abb.com. Equal Employment Opportunity and Affirmative Action at ABB ABB is an Equal Employment Opportunity (EEO) and Affirmative Action Employer encouraging diversity in the workplace. All qualified applicants will receive consideration for employment without regard to their race, creed, color, ancestry, religion, sex, national origin, citizen status, age, sexual orientation, gender identity, disability, marital status, family medical leave status, or protected veterans status. For more information regarding your (EEO) rights as an applicant, please visit the following websites: http://www1.eeoc.gov/employers/upload/eeoc_self_print_poster.pdf http://www1.eeoc.gov/employers/poster.cfm. http://www.dol.gov/ofccp/regs/compliance/posters/pdf/OFCCP_EEO_Supplement_Final_JRF_QA_508c.pdf As an Equal Employment Opportunity and Affirmative Action Employer, applicants may request to review the Affirmative Action 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 qualified individuals with a disability 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 US-AskHR@abb.com. Resumes and applications will not be accepted in this manner. #LI-Hybrid.