Senior Manager Customer Experience LCS

Overview

At ABB, we help industries outrun - leaner and cleaner. Here, progress is an expectation - for you, your team, and the world. As a global market leader, we'll give you what you need to make it happen. It won't always be easy, growing takes grit. But at ABB, you'll never run alone. Run what runs the world.

This Position reports to: NAM Service Manager-PAPI Paper

In 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 Customer Experience Sr. Manager is responsible for leading service coordination and technical support operations, ensuring high-quality service delivery, customer satisfaction, and operational efficiency. This role requires strong leadership, analytical thinking, and cross‑functional collaboration to manage complex workflows, resolve escalations, and drive continuous improvement within the service organization.

The work model for the role is:
Hybrid

This role is contributing to the PAPI Life Cycle Service in NAM, with primary focus in the United States. Main stakeholders are PAPI and PAEN Service Teams, Pulp, Paper, and Fiber LBU, Service Center Managers in PAPI and PAEN, Service Team Members, and ABB Customers.

• Overseeing estimations, bids, and proposals and ensuring they align with ABB standards and targets.
• Ensuring customer focus and understanding of sense of urgency and care in their own area of responsibility.
• Managing teams of technical support engineers and/or customer support staff.
• Driving continuous improvement culture and implementation of improvements to achieve service excellence in your own area of responsibility.

As the leader of the service coordination function, the candidate will oversee a team of five coordinators and one contractor who manages customer service requests, contract delivery and parts exchanges. You conduct weekly operations and dispatch review meetings to align priorities, resolve scheduling conflicts, and ensure prompt and accurate dispatching of field service personnel.

You are responsible for guiding the booking and dispatching process, including validating service order readiness, troubleshooting SAP/FSL integration issues, and resolving data errors in Salesforce. You also maintain and update standard operating procedures related to dispatching, contract cleanup, and service order management.

You oversee the Change Order process, coordinating with sales and finance to confirm scope changes and communicate updates to field teams. Additionally, the candidate will supervise the Exchange process, ensuring proper tracking, logistics coordination, and documentation. You manage the project request intake process and ensure proper assignment to service coordinators. Manage the Customer Delivery Service Request (CDSR) process, ensuring accurate intake, validation, and routing of service requests.

You will manage the upgrade/small project/modernization function within Pulp, Paper, and Fiber Service in PAPI. Working with Project Management you will ensure the proper balance of schedule, performance, and financial management to ensure successful projects for our customers and for the company.

In the technical support leadership role, the candidate will manage a Level 2 support team of 11 personnel who oversee approximately 2,700 cases annually.

You resolve customer complaints, review complex or escalated cases, and lead monthly case review meetings to share insights and improve service quality. You attend customer meetings—both remote and on‑site—and collaborate with engineering and product teams through regular technical sessions.

You serve as the point person for PAEN and PAPI call center activities and function as backup on‑call for DCS tech support when the designated engineers are unavailable.

You are responsible for…