Senior Manager Customer Experience LCS
NAM Service Manager-PAPI Paper Your role and responsibilities In this role, you will have the opportunity to adapt and implement support strategy for the designated area in line with the global support strategy. Each day, you will ensure seamless technical and commercial support for internal and external customers. You will also showcase your expertise by creating, implementing, and reviewing support strategy for the designated area based on the overall service business strategy. The Customer Experience Sr. Manager is responsible for leading service coordination and technical support operations, ensuring high-quality service delivery, customer satisfaction, and operational efficiency. This role requires strong leadership, analytical thinking, and cross-functional collaboration to manage complex workflows, resolve escalations, and drive continuous improvement within the service organization. The work model for the role is: Hybrid T his role is contributing to the PAPI Life Cycle Service in NAM, with primary focus in the United States. Main stakeholders are PAPI and PAEN Service Teams, Pulp, Paper, and Fiber LBU, Service Center Managers in PAPI and PAEN, Service Team Members, and ABB Customers. You will be mainly accountable for:
- Overseeing estimations, bids, and proposals and ensuring they align with ABB standards and targets.
- Ensuring customer focus and understanding of sense of urgency and care in their own area of responsibility.
- Managing teams of technical support engineers and/or customer support staff.
- Driving continuous improvement culture and implementation of improvements to achieve service excellence in your own area of responsibility.
You will join a large, dynamic, high powered team, where you will be able to thrive. Qualifications for the role
- You are highly skilled in Service Operations and Technical Support in the Process and/or Energy Industries in the North American market.
- Proven experience in service operations, coordination, or customer experience leadership.
- Ability to demonstrate your advanced skills in managing people and projects. You have 10 years of relevant experience.
- Excellent organizational, communication, and critical thinking skills.
- Ability to manage cross-functional teams and drive process improvements.
- Possess an enhanced knowledge of and are highly adept in SAP, FSL, Salesforce, PowerBI, Microsoft Office.
- You are passionate about customer satisfaction. and integrity.
- Bachelor's Degree in Engineering or Business, or similar field.
- You are at ease communicating in English.
- You are legally allowed to work in the United States.
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