ABB—Manager customer service

Job description

Description: 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: Quality Manager What we believe in At 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. That's our story. Make it your story. Your role and responsibilities In this role, you will have the opportunity to supervise a team of service engineers and technicians, ensuring timely and high-quality delivery of service offerings, solutions, and projects to customers. Each day, you will contribute to the execution of service strategy and growth by focusing on cost-effective service delivery and adherence guidelines. You will also demonstrate your skills by advancing service outcomes through resource planning, allocation, and the effective use of standard procedures and safety protocols. The work model for the role is: #Li-Onsite The role will support for the ABB India Ltd for Electrification Smart Building Business, Quality Function to be based at Nelamangala, BANGALORE, India. You will be mainly accountable for: - Service Management: Appoint and lead a designated Service Manager for WA, reporting to the Quality Manager, to oversee end-to-end service operations across India. - Service Network Development: Establish and manage a nationwide service network by identifying service providers, appointing city/pin code-wise service agencies, executing service agreements, and finalizing service costs and compliance requirements. - Service Process & Call Management: Develop standardized service procedures, manage the web-based call center, monitor service requests, and oversee FOC approvals, service claims, and settlements. - Customer Support & Field Service: Ensure customer complaints are logged through the web portal, assign cases to the nearest service agency, facilitate on-site product replacement, and ensure ticket closure based on customer confirmation or satisfaction code. - Quality & Continuous Improvement: Organize the collection and review of defective parts, track service performance, handle escalations, and support ongoing improvements in service quality and customer satisfaction. Qualifications for the role: - Qualification: BE/B.Tech. or Diploma in Electrical Engineering with 12–15 years of experience in post-sales service within the Low Voltage (LV) Switchgear industry. - Post-Sales Service Management: Demonstrated solid skills in managing end-to-end post-sales service operations and implementing effective service resolution strategies. - Partner Network Management: Experience in developing, managing, and optimizing partner service networks to ensure seamless customer support. - Technical Skills: Solid knowledge of LV switchgear products, including component selection, application, and customer complaint resolution. - Communication & Stakeholder Management: Well-developed communication, customer relationship, and cross-functional coordination skills. - Leadership & Team Management: Skilled in developing, coaching, and directing service teams to support smooth and effective operations. - People Development: Emphasis on coaching, mentoring, and building team capabilities in line with organizational and HR policies. More about us ABB Smart Buildings enables optimization of energy efficiency, safety, security and comfort for any building type, through new installations or retrofit solutions. The Division offers integrated digital technologies to control HVAC, lighting, shutters, and security, in addition to energy distribution solutions including DIN rail products, enclosures and emergency lighting through to industrial plugs and sockets and conventional wiring accessories, accommodating for single family homes, multiple dwellings, commercial buildings, infrastructure and industrial applications. The Division’s highly innovative technologies and digital solutions serve rising global demand among real estate developers, owners, and investors for smart building technologies that optimize energy distribution and building automation. The scalable solutions aim to deliver significant sustainable and financial benefits, meeting social and environmental demands, while being able to address even the most complex of customers’ carbon reduction strategies. Building a cleaner, smarter future takes all kinds of minds: the curious, the courageous, and the creative. We welcome people from all backgrounds and experiences. Ready to make an impact? Apply today or visit www.abb.com to learn more about the impact of our solutions across the globe. Recruitment Fraud Warning ABB never asks for payment from job applicants. All genuine job offers follow a formal application and interview process. View current job openings and apply at: https://careers.abb/global/en/home For more information, read our full fraud warning notice at: https://global.abb/group/en/careers/how-to-apply/fraud-warning Skills: service management, post-sales service management, low voltage switchgear, team leadership, partner network management, service network development, service process development, call center management, customer support, field service, quality management, continuous improvement, resource planning, service claims management, defective parts tracking, escalation management, coaching and mentoring, stakeholder management, cross-functional coordination, service agreement execution, service cost finalization, service compliance