What are the responsibilities and job description for the Senior Technical Support Manager position at ABB Inc.?
This position reports to
Director of Customer Experience
Your role and responsibilitiesIn this role, you will have the opportunity to adapt and implement support strategy for the designated area in line with the global support strategy. Each day, you will ensure seamless technical and commercial support for internal and external customers. You will also showcase your expertise by creating, implementing, and reviewing support strategy for the designated area based on the overall service business strategy. The work model for the role is: Hybrid #LI-Hybrid You will be mainly accountable for: *Creating, implementing, and reviewing support strategy for the designated area based on the overall service business strategy. Overseeing estimations, bids, and proposals and ensures they align with ABB standards and targets. *Ensures customer focus, understanding of sense of urgency and care in their area of responsibility in turn, ensuring customer retention by delivering superior customer support experience. *Manages team(s) of technical support engineers and/or customer support staff, driving continuous improvement culture and implementation of improvements to achieve service excellence in their area of responsibility. *Drives performance of support activities by following up on Key Performance Indicators (KPI) (including, but not limited to, response times and customer satisfaction) and by implementing corrective actions based on them.
Qualifications for the role- Bachelor's Degree with minimum 8 years experience OR Associate's Degree with minimum 10 years experience leading technical support teams - required.
- Preferred Experience Includes: Occupational Health and Safety (OHS), Technical support and services, Process improvement and optimization, Project Management, Quality Management, Project Execution\Operations Management, VFD / PLC / HMI product experience.
- Experience with successful customer service improvement with implementation of KPIs to ensure continued success.
- Up to 20% Travel.
- Candidates must already have a work authorization that would permit them to work for ABB in the US.
ABB Drive Products serves the industries and infrastructure segments with world-class drives and programmable logic controllers (PLC). With its products, global scale and local presence, the Division helps customers to improve energy efficiency, productivity and safety. We value people from different backgrounds. Apply today for your next career step within ABB and visit www.abb.com to learn about the impact of our solutions across the globe. #MyABBStory 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: https://www.eeoc.gov/sites/default/files/2022-10/EEOC_KnowYourRights_screen_reader_10_20.pdf https://www.dol.gov/sites/dolgov/files/OFCCP/pdf/pay-transp_ English_formattedESQA508c.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. myBenefitsABB.com
Equal Employment Opportunity and Affirmative Action at ABB Inc.
ABB Inc. 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 sex, gender identity, sexual orientation, race, color, religious creed, national origin, physical or mental disability, protected Veteran status, or any other characteristic protected by law. 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://www.dol.gov/ofccp/regs/compliance/posters/pdf/OFCCP_EEO_Supplement_Final_JRF_QA_508c.pdf
