Field Service Manager - SLA

ABB•Auburn Hills, MI

10d•Hybrid

About The Position

The Field Service Manager leads the Field Service team and is fully accountable for day-to-day field service activities and exceeding customer expectations. The role creates, implements, and reviews field service operations strategies for designated areas, aligned with the global service business strategy, and promotes customer focus, urgency, and care. The position contributes to 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; alternatively, a high school diploma and 10 or more years of experience in those areas.
Experience leading a Field Service team with full accountability for managing and overseeing daily field service activities.
Ability to create, implement, and review field service operations strategies aligned with the global service business strategy.
Customer-centric approach and ability to deliver superior service, exceed customer expectations, and support customer retention.
Willingness to travel up to 10% for customer and SLVP meetings.
Passion for technology, including robotic solutions.

Nice To Haves

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

Responsibilities

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

Benefits

Choice of two medical plan options: a PPO Copay Plan or a High Deductible Health Plan with a Health Savings Account.
Choice of two dental plan options: Core and Core Plus.
Vision benefit.
Company-paid life insurance equal to two times base pay.
Company-paid accidental death and dismemberment insurance equal to one times base pay.
Voluntary life and accidental death and dismemberment insurance, employee-paid.
Company-paid short-term disability coverage for up to 26 weeks.
Company-paid long-term disability coverage at 60% of pay, with the option to increase coverage to 66 2/3% of pay.
Supplemental employee-paid benefits, including accident insurance, hospital indemnity, critical illness, and pet insurance.
Parental leave of up to six weeks.
Employee Assistance Program.
Health Advocate support for mental and behavioral health, general 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.