Installed Base Manager

ABB•Richmond, VA

4d•Hybrid

About The Position

At ABB, we help industries run leaner and cleaner—and every person here makes that happen. You’ll be empowered to lead, supported to grow, and proud of the impact we create together. Join us and help run what runs the world. This position reports to: Service Business Process Manager. The work model for the role is: Hybrid, Richmond, VA. Your role and responsibilities In this role as Installed Base (IB) Manager you will lead, together with the BPOs, the strategic implementation and optimization of ServIS within our Service operations, driving service transformation and process excellence across ABB's global service organization. This is a unique opportunity to shape how we deliver world-class service solutions to our customers while working with cutting-edge technology and cross-functional teams. You will be mainly accountable for: STRATEGY & GOVERNANCE Define IB management strategy, governance framework, and roles; drive global transformation; implement formalized IB processes locally and ensure Global guidelines for serialization and labeling PROCESSES & INTEGRATION Lead IB processes and tools; support factory ERP-to-ServIS integration; automate manual processes; establish data upload monitoring and maintain manual data entry options DATA MANAGEMENT & MASTER DATA Define product data requirements; ensure regular flow of new production data to ServIS; migrate legacy product information; align IB database with ABB Master Data and manage related initiatives DATA QUALITY & MONITORING Monitor, clean, and continuously improve IB data quality; develop and track KPIs; leverage Super User support for quality improvements COORDINATION & COLLABORATION Coordinate with global Service P&T, Country/BU/Factory IB Managers and LBU IB Coordinators; lead cross-functional forums; support site assignment process and manage site access

Requirements

Masters degree in a technical field
Minimum 5 years experience in business process management, service operations, IT project implementation, or ServIS implementation; demonstrated ability to manage complex, multi-stakeholder projects with attention to timelines and budgets.
Highly skilled in Installed Base management
Knowledge of SAP and Salesforce , required
Proven hands-on experience with ServIS (more than 5 years)
Strong understanding of Gate Model, Six Sigma, Lean methodologies, or similar process frameworks; strong problem-solving abilities with data-driven decision-making approach.
Excellent skills in driving organizational change, user adoption, and managing stakeholder engagement during implementation transitions.
You are at ease communicating in English
Candidates must already have work authorization that would permit them to work for ABB in the US.

Nice To Haves

Project Management certification, a plus

Responsibilities

Define IB management strategy, governance framework, and roles; drive global transformation; implement formalized IB processes locally and ensure Global guidelines for serialization and labeling
Lead IB processes and tools; support factory ERP-to-ServIS integration; automate manual processes; establish data upload monitoring and maintain manual data entry options
Define product data requirements; ensure regular flow of new production data to ServIS; migrate legacy product information; align IB database with ABB Master Data and manage related initiatives
Monitor, clean, and continuously improve IB data quality; develop and track KPIs; leverage Super User support for quality improvements
Coordinate with global Service P&T, Country/BU/Factory IB Managers and LBU IB Coordinators; lead cross-functional forums; support site assignment process and manage site access

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
Paid Parental Leave
Employee Assistance Program
Health Advocate support resources for mental/behavioral health, general health navigation and virtual health, and infertility/adoption
Employee discount program
401k Savings Plan with Company Contributions
Employee Stock Acquisition Plan (ESAP)
Vacation under a permissive time away policy.