Job type full-time
Full job description
Americas technical support 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 futureAt abb, we have the clear goal of driving diversity and inclusion across all dimensions: gender, lgbtq+, abilities, ethnicity and generationsTogether, we are embarking on a journey where each and every one of us, individually and collectively, welcomes and celebrates individual differences.
The americas technical support manager is part of the local management team, heading up the service organization in process automation measurement & analytics (pama) in bartlesville, oklahomaThis role is a work remote opportunity.the role involves running the day-to-day service business to ensure profitable growth and productivity improvement through implementing delivery and performance standards and ensuring consistent quality and customer satisfactionReporting to the vp americas customer services, leading the design and implementation of an americas operating model aimed at providing world class technical supportCoordinate with americas factory and global leaders to develop an efficient, world class technical support organization, processes and tools to create an outstanding customer experience for both internal and external customersThe role will lead a centrally managed, virtual technical support group with cross-trained personnel capable of supporting all pama products, as well as utilizing advanced systems to deliver superior services.
Lead the design of a world class technical support operating model, including footprint, organization, processes, and toolsEnsure cross-training and competency development plans are in place and executed for all personnelImplement and manage new technical support tools, processes and procedures to continuously improve customer satisfaction and efficiencies
Lead technical support team and ensure targets are met to achieve customer satisfactionWeekly scheduling reviews.
Coaching and mentoring of technical specialistsCoordination and cooperation with factory, sales, service and product management, and division service personnelCustomer visits to confirm our offering is reflective of the marketplace requirementsContinuous process improvement
Lead 24 hour technical call center and support for americas (ca/us/mx/br/ar ), contact system (phone, email, chat, etc.) sfdc processes, and customer self-service toolsManage and resolve internal and external customer-escalated technical issuesCoordinate with product managers and lead the implementation of technical service bulletins
Develop the organization including performance management and hiring of personnel in americas region.
Proactively measure performance of technical support with weekly tracking of kpis and implementation of continuous improvement actionsImplement feedback mechanism(s) for customer feedback and follow-up (e.gTransactional nps)
Work closely with service and sales management to drive sales and revenue generation such as: customer data mining, remote services support, lead generation, priority phone support, etc.
Review and follow up on technical related ccrp’s and cases that have been escalated to factories and r&dCommunications with key customers to ensure service satisfactionLead and manage direct reports including bartlesville and co-lead indirect reports include quebec facility technical support staff
Bachelor`s degree, preferably in engineering or other technical discipline, and minimum of 8 years` experience in engineering, contact center management, general management, service management, product management or technical salesMba a plus.
Candidates must already have a work authorization that would permit them to work for abb in the usa.
Open to travel about 30%.
Preferred qualifications: general management skills to lead a large group of people, experience with customer contact, presentation and communication skills, as well as tenacity for long hours, travel, evening and weekend phone calls and ability to cope with occasional upset customersExperience in dealing with both technical and non-technical problem solvingKnowledge of erp systems, contact center tools, and standard pc office toolsKnowledge of sap, sfdc, project management, ccrp process
Financial skills to manage the function at a profit & loss (p&l) levelTechnical engineering knowledge of software, electronics and mechanical engineering as related to measurement & analytics products and services.
More about us
Abb`s measurement & analytics division is among the world`s leading manufacturers and suppliers of smart instrumentation and analyzersWith thousands of experts around the world and high-performance digital technology, abb`s team is dedicated to making measurement easy for its industrial and energy customers to let them operate more efficiently and profitablyWe look forward to receiving your applicationIf you want to discover more about abb, take another look at our website www.abb.comEqual employment opportunity and affirmative action at abb abb is an equal employment opportunity (eeo) and affirmative action employer encouraging diversity in the workplaceAll 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 statusFor 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.cfmHttp://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.mEst monday through friday by contacting an abb hr representative at 1-888-694-7762Protected 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 disabilityYou may request reasonable accommodations by calling an abb hr representative at 1-888-694-7762 or by sending an email to email@example.comResumes and applications will not be accepted in this manner.