Customer Support Team Lead

ABB•Lake Mary, FL

About The Position

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: Customer Operations Manager In this role, you will have the opportunity to provide technical, order, and payment-related assistance/support to the internal and external customers. Each day, you will coordinate with relevant stakeholders to obtain complete case ownership. You will also be responsible for directing team activities and case management by offering clear direction. You will be mainly accountable for: Track team performance by using SF cases, the telephony system, and other KPI to ensure a high level of customer satisfaction Drive department performance by monitoring our system, such as Salesforce, and accepting cases in 24 hours or less, completing the cases on time, keeping cases updated, etc. Lead the team through complex cases that demand uniting members to reach a resolution. Troubleshoot failures with customers and coordinate with the correct team for prompt, professional solutions. Keep management and other stakeholders informed of systematic failures and other customer issues on a regular basis Drive ideas that can improve the effectiveness of the team and the business by looking for best practices.

Requirements

High School diploma and 7+ years’ experience or Associates degree and 5+ years’ experience (preferably customer service in manufacturing environment)
Proficient Sales Force, SAP and other ABB tool
Extensive knowledge in ABB products RMAG Breaker, Reclosers, RER620 relays
Experience testing equipment and with test protocols
Demonstrated data analysis skills

Nice To Haves

Lean six sigma certified is ideal
Bachelor's degree in business or engineering preferred

Responsibilities

Track team performance by using SF cases, the telephony system, and other KPI to ensure a high level of customer satisfaction
Drive department performance by monitoring our system, such as Salesforce, and accepting cases in 24 hours or less, completing the cases on time, keeping cases updated, etc.
Lead the team through complex cases that demand uniting members to reach a resolution.
Troubleshoot failures with customers and coordinate with the correct team for prompt, professional solutions.
Keep management and other stakeholders informed of systematic failures and other customer issues on a regular basis
Drive ideas that can improve the effectiveness of the team and the business by looking for best practices.

Benefits

Health, Life & Disability Choice between two medical plan options: A PPO plan called the Copay Plan OR a High-Deductible Health Plan (with a Health Savings Account) called the High-Deductible Plan.
Choice between two dental plan options: Core and Core Plus Vision benefit
Company paid life insurance (2X base pay)
Company paid AD&D (1X base pay)
Voluntary life and AD&D – 100% employee paid up to maximums
Short Term Disability – up to 26 weeks – Company paid
Long Term Disability – 60% of pay – Company paid. Ability to “buy-up” to 66 2/3% of pay.
Supplemental benefits – 100% employee paid (Accident insurance, hospital indemnity, critical illness, pet insurance
Parental Leave – up to 6 weeks
Employee Assistance Program
Health Advocate support resources for mental/behavioral health, general health navigation and virtual health, and infertility/adoption
Employee discount program
Retirement 401k Savings Plan with Company Contributions
Employee Stock Acquisition Plan (ESAP)
ABB provides 11 paid holidays.
Vacation is provided based on years of service for hourly and non-exempt positions.
Salaried exempt positions are provided vacation under a permissive time away policy.