Field Service Manager - SLA

ABB•Auburn Hills, MI

9d•Hybrid

About The Position

The Field Service Manager leads the Field Service team and is accountable for day-to-day field service activities and meeting or exceeding customer expectations. The role develops, implements, and reviews field service operating strategies for designated areas, aligned with the global service business strategy, and promotes customer focus, urgency, and care. The position supports ABB Robotics’ Connected Care business and works with internal and external customers across industries. It is based in Auburn Hills, Michigan, with a hybrid work model, and reports to the Director of Training. Up to 10% travel is required for customer and SLVP meetings.

Requirements

Bachelor’s degree, preferably in a technical field, and 8 or more years of experience in customer support, maintenance, project management, and technical support; or a high school diploma and 10 or more years of experience in those areas.
Experience leading a Field Service team and managing daily field service activities.
Ability to create, implement, and review field service operations strategies.
Customer-centric approach and ability to deliver superior service and support customer retention.
Passion for technology, including robotic solutions.
Ability to travel up to 10% for customer and SLVP meetings.

Nice To Haves

Experience with SAP, Concur, Workday, and robotics applications.

Responsibilities

Lead the Field Service team and oversee daily field service activities.
Create, implement, and review field service operations strategies for designated areas in alignment with the global service business strategy.
Deliver superior customer service in field service activities to support customer retention and exceed customer expectations.
Drive continuous improvement in field service quality and promote first-time-right implementation.
Monitor field service KPIs and drive corrective actions based on performance.
Plan execution and track results for orders, utilization/absorption, staff skill alignment, and training assignments based on skill gaps.
Foster a continuous improvement culture and implement improvements to achieve service excellence.
Report financial performance, including orders, revenue, and EBITA.
Monitor SLA contract renewal statistics and develop an improvement plan.
Maintain and improve Value Provider partnership management.
Track NPS scores for internal and SLVP visits and take ownership of escalations.

Benefits

Medical plan options, including a PPO plan and a High Deductible Health Plan with a Health Savings Account.
Two dental plan options.
Vision benefit.
Company-paid life insurance and AD&D.
Voluntary life and AD&D coverage.
Company-paid short-term and long-term disability coverage, with an option to increase long-term disability coverage.
Supplemental benefits, including accident insurance, hospital indemnity, critical illness, and pet insurance.
Parental leave of up to 6 weeks.
Employee Assistance Program.
Health Advocate support for mental and behavioral health, health navigation, virtual health, and infertility/adoption.
Employee discount program.
401(k) Savings Plan with company contributions.
Employee Stock Acquisition Plan (ESAP).
11 paid holidays.
Vacation based on years of service for hourly and non-exempt positions; salaried exempt positions receive vacation under a permissive time away policy.