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

This role contributes 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. The work model for the role is Hybrid.

• 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.
• Lead service coordination and technical support operations to ensure high-quality service delivery, customer satisfaction, and operational efficiency.
• Manage the Change Order process, coordinating with sales and finance to confirm scope changes and communicate updates to field teams.
• Supervise the Exchange process, ensuring proper tracking, logistics coordination, and documentation.
• Manage the project request intake process and ensure proper assignment to service coordinators. Manage the CDSR process for accurate intake, validation, and routing of service requests.
• Oversee the upgrade/small project/modernization function within Pulp, Paper, and Fiber Service in PAPI, balancing schedule, performance, and financial management for successful projects.
• Lead a Level 2 technical support team (about 11 personnel) overseeing roughly 2,700 cases annually; resolve customer complaints and escalate as needed.
• Attend customer meetings (remote and on-site) and collaborate with engineering and product teams through regular technical sessions.
• Serve as the point person for PAEN and PAPI call center activities and act as backup on-call for DCS tech support when designated engineers are unavailable.
• Create and maintain monthly utilization Power BI reports and conduct monthly service delivery reviews with service coordinators; analyze hours utilization and engineer scheduling to optimize resource planning.
• Ensure PI Field Tech personnel have configured FSL/Salesforce accounts and monitor SAP to FSL integration issues, including service orders with various statuses; act as the point person for Pulsar/FSL within LCS and guide on resolving service order errors and booking issues.
• Complete budgeting for assigned cost centers and review cost center charges monthly to ensure accuracy and compliance.

• Highly skilled in Service Operations and Technical Support in the Process and/or Energy Industries in the North American market.
• Proven experience in service operations, coordination, or customer experience leadership.
• 10 years of relevant experience managing people and projects.
• Excellent organizational, communication, and critical thinking skills.
• Ability to manage cross-functional teams and drive process improvements.
• Proficient in SAP, FSL, Salesforce, Power
  
  BI, and Microsoft Office.
• Passionate about customer satisfaction and integrity.
• Bachelor’s Degree in Engineering or Business, or similar field.
• Fluent in English; legally eligible to work in the United States.

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