Senior Manager Customer Experience LCS

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This Position reports to:
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.

Key Responsibilities

As the leader of the service coordination function, the candidate will oversee a team of five coordinators and one contractor who manages customer service requests, contract delivery and parts exchanges. You conduct weekly operations and dispatch review meetings to align priorities, resolve scheduling conflicts, and ensure prompt and accurate dispatching of field service personnel.

You are responsible for guiding the booking and dispatching process, including validating service order readiness, troubleshooting SAP/FSL integration issues, and resolving data errors in Salesforce. You also maintain and update standard operating procedures related to dispatching, contract cleanup, and service order management.

You oversee the Change Order process, coordinating with sales and finance to confirm scope changes and communicate updates to field teams. Additionally, the candidate will supervise the Exchange process, ensuring proper tracking, logistics coordination, and documentation. You manage the project request intake process and ensure proper assignment to service coordinators. Manage the Customer Delivery Service Request (CDSR) process, ensuring accurate intake, validation, and routing of service requests.

You will manage the upgrade/small project/modernization function within Pulp, Paper, and Fiber Service in PAPI. Working with Project Management you will ensure the proper balance of schedule, performance, and financial management to ensure successful projects for our customers and for the company.

In the technical support leadership role, the candidate will manage a Level 2 support team of 11 personnel who oversee approximately 2,700 cases annually.

You resolve customer complaints, review complex or escalated cases, and lead monthly case review meetings to share insights and improve service quality. You attend customer meetings-both remote and on-site-and collaborate with engineering and product teams through regular technical sessions.

You serve as the point person for PAEN and PAPI call center activities and function as backup on-call for DCS tech support when the designated engineers are unavailable.

You are responsible for creating and keeping the monthly utilization Power BI report and conducting monthly service delivery reviews with service coordinators. You also analyze hours utilization and engineer scheduling to optimize resource planning.

The Customer Experience Sr. Manager is also responsible for ensuring PI Field Tech personnel have configured FSL/Salesforce accounts and monitoring SAP to FSL integration issues, including service orders with locked, closed, or new statuses. You function as the point person for Pulsar/FSL within LCS and provide guidance on resolving service order errors and booking issues.

The Customer Experience Sr. Manager also completes budgeting for assigned cost centers and review cost center charges monthly to ensure accuracy and compliance.

Our team dynamics
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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