Customer Service Manager – DACH Cluster, RoboticsAt ABB, we are dedicated to addressing global challenges. Our core values: care, courage, curiosity, and collaboration - combined with a focus on diversity, inclusion, and equal opportunities - are key drivers in our aim to empower everyone to create sustainable solutions.Write the next chapter of your ABB story.
This position reports to

Cluster Leader, DACH

Your role and responsibilities

This role is an integral part of both the global Robotics Division as well as a key contributor of the overall cluster success. The successful candidate will drive prof-itable growth initiatives across multiple market segment facing business lines while fostering a customer focused, continuous quality improvement culture within the region and contribute to the global Robotics Division success. The successful candidate will lead Customer Service Robotics DACH Cluster (Ger-many, Austria, Switzerland), being responsible for delivering the business line annual performance plan with successful operational oversight and financial performance. This role has P&L responsibility for Customer Service Robotics in the Cluster with dual reporting to the Cluster Leader and the Global Business Leader, Customer Service. You will be mainly accountable for:• Develops and implements the business line strategy in the cluster and ensures proper business line alignment with the global strategy. Leads the Customer Service organization in the cluster and is responsible for the P&L to achieve performance targets and to optimize the utilization of Service resources.• Collaborates with Service Product managers for the development of new products. Implements productized service offerings and materials for marketing purposes and invests in service sales to increase market penetration.• Drives consistent development of processes and practices based on customer feedback (Net Promoter Score - NPS).• Guides, motivates, and develops direct and indirect reports. Improves service availability, provides training, and develops capabilities and competencies. Ensures, with the support of HR, that the business line teams are sustainably assessed, staffed, trained and developed in line with region and business needs.• Promotes best practice sharing, success stories and knowledge transfer be-tween different countries in Cluster.• License to Operate: Responsible for Health, Safety & Environment (HSE) and all other business compliance standards and regulations. Ensures a safe work environment and continues improvement in HSE processes and integrity performance throughout the Service organization. Shows personal commitment to HSE by conducting SOTs consistently.

Qualifications for the role

At least Bachelor’s degree in engineering, business or equivalent.Minimum 10 years of experience in a technical or process leadership role.Minimum 8 years managing full cycle business in the automation industry.Minimum 8 years of experience managing in a matrix environment, including glob-al organizations.Prior experience leading an after-sales service organization with success.Creative thinker with bias for action.Strong analytical, communication and leadership skills.Ability to travel, including globally as needed.Strong awareness of Health, Safety and Security rules: HSE is everyone's business.

More about us

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. #MyABBStoryUS only:While base salary is determined by things such as the successful applicant’s qualifications and experience, this position is expected to pay between 179 300 and 298 700 annually and is eligible for a short-term incentive plan/annual bonus.Equal Employment Opportunity and Affirmative Action at ABBABB 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.pdfhttps://www.dol.gov/sites/dolgov/files/OFCCP/pdf/pay-transp_%20English_formattedESQA508c.pdfAs 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.