Field Service Manager - Emergency

ABB • Auburn Hills, MI

11h • 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 creates, implements, and reviews field service operations strategies for designated areas in alignment with the global service business strategy, with a focus on customer care, urgency, and service quality. It supports ABB Robotics Connected Care and serves internal and external customers across industries. The position is based in Auburn Hills, Michigan, with a hybrid work model and nationwide service responsibilities.

Requirements

• Bachelor’s degree, preferably in a technical field, and at least 8 years of experience in customer support, maintenance, and technical support; or a high school diploma and at least 10 years of experience in those areas.
• Experience leading a Field Service team and managing and overseeing daily field service activities.
• Ability to create, implement, and review field service operations strategies aligned with a global service business strategy.
• Customer-centric approach and ability to deliver superior service, exceed customer expectations, and support customer retention.
• Passion for technology, including robotic solutions.
• Willingness to travel up to 10% for customer meetings or escalations.

Nice To Haves

• Prior experience with SAP, Concur, Workday, and robotics applications.

Responsibilities

• Lead nationwide field service support for customer requests, including emergency interventions, scheduled visits, and preventative maintenance.
• Deliver a superior customer service experience, support customer retention, and improve field service quality to enable first-time-right implementation.
• Monitor field service performance through KPIs and drive corrective actions.
• Plan execution and track results, utilization and absorption, staff skill alignment, and training assignments based on skill gaps.
• Promote continuous improvement and implement improvements to achieve service excellence.
• Report financial performance, including orders, revenue, and EBITA.
• Report operational performance, including time to respond, time to quote, time to get a field service engineer onsite, first-time fix rate, and time to invoice.
• Track NPS scores for Internal/SLVP visits and take ownership of escalations.

Benefits

• Choice between two medical plan options: a PPO Copay Plan or a High Deductible Health Plan with a Health Savings Account.
• Choice between two dental plan options: Core and Core Plus.
• Vision benefit.
• Company-paid life insurance and accidental death and dismemberment insurance.
• Voluntary life and accidental death and dismemberment insurance.
• Company-paid short-term and long-term disability coverage, with an option to buy up 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 and Health Advocate support for mental and behavioral health, health navigation, virtual health, and infertility and adoption.
• Employee discount program.
• 401(k) Savings Plan with company contributions.
• Employee Stock Acquisition Plan.
• 11 paid holidays.
• Vacation based on years of service for hourly and non-exempt employees; permissive time away policy for salaried exempt employees.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager