A Customer Service Manager manages staff that provide customer service for a company. Assists staff as needed, or deals directly with customers. Implements policies with regard to company products or services. Answers questions, resolves problems and complaints and approves refunds or exchanges for customers.
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 role sits within ABB's Robotics business, a leading global robotics company. We're entering an exciting new chapter as we've announced the plan for SoftBank Group to acquire ABB Robotics. SoftBank is a globally recognized technology group and investor/operator focused on AI, robotics, and next-generation computing. By joining us now, you'll be part of a pioneering team shaping the future of robotics—working alongside world-class experts in a fast-moving, innovation-driven environment.
This Position reports to:
Connected Care US Manager - Commercial and Operations In this role you will im plement service strategy and drives service growth as well as lead the Service organization. You are also responsible for the P&L to achieve performance targets and to optimize the utilization of Service resources. The work model for the role is: On-site/Hybrid You will be mainly accountable for: Implements productized service offerings and materials for marketing purposes and invests in service sales to increase market penetration. Builds sustainable customer relationships to ensure growth, satisfaction, and retention of customers together with sales. Ensures that strategic plans are implemented consistently in the service organization through collaboration with other businesses. Drives, implements, reports, and monitors performance targets as part of the respective unit P&L (financial, productivity, investments, customer satisfaction, operational excellence, etc.). Runs the day-to-day service business to ensure profitable growth and improvement of service productivity. Implements agreed delivery and performance standards to ensure consistency in quality and customer satisfaction. Invests in improving the quality of existing service products and in developing new service products to expand the portfolio in line with global direction. Qualifications for the role (Mandatory) Bachelor's degree, preferably in Engineering, and 12+ years experience with maintenance, automation, and leadership or Associate's and 14+ years in same areas. Previous leadership of both Field Managers and field technicians. (26+) Excellent communication and presentation skills. Solid team and customer relationship management. What's in it for you We empower you to take the lead, share bold ideas, and shape real outcomes. You'll grow through hands-on experience, mentorship, and learning that fits your goals. Here, your work doesn't just matter, it moves things forward ABB is an Equal Employment Opportunity and Affirmative Action employer for protected Veterans and Individuals with Disabilities at ABB. All qualified applicants will receive consideration for employment without regard to their - sex (gender identity, gender expression, sexual orientation), marital status, citizenship, age, race and ethnicity, inclusive of traits historically associated with race or ethnicity, including but not limited to hair texture and protective hairstyles, color, religious creed, national origin, pregnancy, physical or mental disability, genetic information, protected Veteran status, or any other characteristic protected by federal and state law. For more information regarding your (EEO) rights as an applicant, please visit the following websites: https://www.eeoc.gov/sites/default/files/2023-06/22-088_EEOC_KnowYourRights6.12ScreenRdr.pdf As an Equal Employment Opportunity and Affirmative Action Employer for Protected Veterans and Individuals with Disabilities, applicants may request to review the plan of a particular ABB facility between the hours of 9:00 A.M. - 5:00 P.M. EST Monday through Friday by contacting an ABB HR Representative at 1-888-694-7762. Protected Veterans and Individuals with Disabilities may request a reasonable accommodation if you are unable or limited in your ability to use or access ABB's career site as a result of your disability. You may request reasonable accommodations by calling an ABB HR Representative at 1-888-694-7762 or by sending an email to US-AskHR@abb.com . Resumes and applications will not be accepted in this manner. We value people from different backgrounds. Could this be your story? Apply today or visit www.abb.com to read more about us and learn about the impact of our solutions across the globe.
