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Program Manager for Certified Service Partner
hace 2 semanas
**Program Manager for Certified Service Partner Program Operations & Technical Advisory**:
**Take your next career step at ABB with a global team that is energizing the transformation of society and industry to achieve a more productive, sustainable future. At ABB, we have the clear goal of driving diversity and inclusion across all dimensions: gender, LGBTQ+, abilities, ethnicity and generations. Together, we are embarking on a journey where each and every one of us, individually and collectively, welcomes and celebrates individual differences.**:
As a Program Manager for “Certified Service Partner Program Field Operations & Technical Advisory” for ABB Robotics you will be responsible to design and implement strategic program / tools / processes with certified Service Partners for RACS Field Operations and Training who will serve customers on behalf of RACS. You are going to globally oversee the performance, be directly responsible for designing and continuously improving the respective processes & tools, drive implementation and execution, in order to achieve target levels of service quality, operational efficiency and customer satisfaction. Locations: Preferably located in Europe due to time difference, where a Local RACS team is in place
**This position reports to**:
Global Head of FS Engineering
**Your responsibilities**:
- Defining and driving the implementation of service Partner strategy in the designated area by defining the detailed objectives, key results and milestones of the strategic initiative in collaboration with the relevant service management and by monitoring progress of defined projects and activities.
- Ensuring alignment with all other related Service partner strategic initiatives
- Coordinating with the relevant service management teams and other initiative leads to define activities, guidelines, the scope of work, cost/budget, resources required, time schedule, and detailed work allocation.
- Working closely with Service teams to understand topics, challenges, and leading practices, jointly monitors implementation and shares lessons learned. Best practices to be included in relevant development of tools and processes.
- Reporting status/progress and raises potential project issues to relevant stakeholders
- Supporting business to improve the quality of data in service-related databases, including the installed base management.
- Developing the Certification Program for Certified Service Partners with training/assessment to ensure same skill level as ABB service engineers. End customer expect similar quality service on the full product portfolio from both service partners and ABB.
**Your background**:
- 10+ years of leadership/management experience of technical business, preferably in Robotics Service or in Robotics/Automation business.
- Solid experience obtained by 5+ years of Customer Service Operations and its P&L management.
- Business focused, with strong analytical and problem-solving skills to be able to quickly understand the real business problems and address them.
- Understanding of customer service-related customer needs, markets & process solutions.
- A senior leader who has repeatedly implemented processes and tools.
- Ability to work as part of a team across multiple functions & geographies.
- Strong written & spoken English language skills.
- Excellent written and communications skills to report back the findings in a clear, structured manner.
- Willingness to travel on a regular basis.
**More about us**:
