Field Service Manager - Emergency

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:

Director of Training

 

In this role, you will have the opportunity to lead the Field Service team with full accountability of running the day-to-day field service activities and to overachieve customer expectations. Each day, you will create, implement, and review field service operations strategies for designated area(s) based on the global service business strategy. You will also showcase your expertise by ensuring customer focus, understanding sense of urgency, and care in your area of responsibility.

The work model for the role is hybrid at our Auburn Hills, MI location.

This role is contributing to the Robotics Connected Care business. Main stakeholders are internal and external customers in all industries.

 

Roles and responsibilities:

• Will be responsible for nationwide field service support for all customer requests including emergency intervention, scheduled visits, and preventative maintenance.
• Ensuring customer retention by delivering superior customer service experience in field service activities, while driving continuous improvement of field service quality, enabling a first-time right implementation.
• Steering performance of the field service activities by following up on Key Performance Indicators (KPIs) and driving corrective actions based on them.
• KPI's include plan of execution and track results, Utilization/Absorption, aligning skillsets of staff and assigning training based on skill gaps.
• Guiding a continuous improvement culture and the implementation of improvements to achieve service excellence in your area of responsibility.
• Financial Reporting - Orders, Revenue, EBITA
• Operational Reporting - Time to respond, Time to quote, Time to get FSE onsite, first-time fix rate, Time to invoice
• Track NPS Score for both Internal/SLVP visits and take ownership of any escalations

Qualifications for the role.

• Bachelor's Degree, preferably in a technical field, and 8+ years’ experience in customer support, maintenance, and technical support, OR High School diploma and 10+ years’ experience in customer support, maintenance, and technical support.

• Team Leader: leading Field Service Team will full accountability of managing and overseeing daily field service activities.
• Creates, implements, and reviews field service operations strategy for designated areas based on the global service business strategy.
• Customer Centric: delivering superior customer service experience, exceeding customer expectations, ensure customer retention, etc.
• Prior experience working with SAP, Concur, Workday and Robotics applications is preferred.

• Up to 10% travel is required for customer meetings or escalations.
• You are passionate about technology including robotic solutions.

 

 

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.

 

ABB Benefit Summary for eligible US employees

[excludes ABB E-mobility, Athens union, Puerto Rico]

Go to MyBenefitsABB.com and click on “Candidate/Guest” to learn more

 

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
• Parental Leave – up to 6 weeks
• Employee Assistance Program
• Health Advocate support resources for mental/behavioral health, general health navigation and virtual health, and infertility/adoption
• Employee discount program

 

Retirement

• 401k Savings Plan with Company Contributions 
• Employee Stock Acquisition Plan (ESAP)

 

Time off

ABB provides 11 paid holidays.  Vacation is provided based on years of service for hourly and non-exempt positions.  Salaried exempt positions are provided vacation under a permissive time away policy.

 

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.