Robotics Technical Support Manager

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In this position, you will be supervising a team of Service Engineers and Service Technicians to provide vital help to the Customer Service & Digital Platform, Robotics & Discrete Automation Division, Robotics Business Unit Auburn Hills, Michigan. As Technical Support Manager you will be leading a team of specialists who provide internal and external technical customer support. You will oversee customer support process, definition, implementation, and execution to achieve target levels of service quality, operational efficiency, and customer satisfaction. You will be a part of the Robotics business unit, that is responsible for responsiveness, communication and continuous follow up. These are key components of providing excellent customer service to our customers. As a member of the ABB Robotics Customer Service Team, the position of Technical Support Manager has a high impact on the ABB Image and effectively servicing and meeting expectations as viewed by the customer.

This position reports to

Service Manager

Your responsibilities

• Ensure the training and technical areas are properly organized, staffed, skilled and directed, including 24x7x365 call center. Coaching, mentoring, growth and development of technical support and administrative teams
• Retention and hiring of qualified personnel
• Drive and ensures information sharing and cross collaboration
• Develop, implement, and maintains the technical support processes.
• Participate in customer support related development projects (example, tools, competency, resources)
• Ensure resolution of customer issues by coordinating with internal and external teams
• Interact with customers and employees to promote business offerings and capabilities
• Implement and owns the technical support process
• Develop and recommend continuous improvements for the technical support team and business
• Lead urgent/emergency customer restoration actions, root cause analyses and corrective actions investigations
• Closely collaborates with quality, sales, services, product and program management manufacturing and research and development functions on customer satisfaction
• Drives and supports, Net Promoter Score, team’s KPIs (Key performance Indicator) metrics, and operational results
• Follow up with customers to gauge their satisfaction with problem resolution; identify tech support problem areas (i.e., negative trends) and, if warranted, implement corrective actions
• Work with the organization to define process cycle times for all functions in the order management cycle and develop world class targets for improvement
• Responsible for establishing standards for the Master Schedule and scheduling rules for service delivery
• Regularly analyze and review logs to determine if problems are imminent and develop solutions before, they occur
• Establish a standardized customer communication process, including templates, letters, and large-scale mass communication
• Define criteria and processes for the technical support team to determine and communicate to customers the expected delivery dates based on the customers’ needs and or expectations and the capability of the organization
• Measure and report on time performance through all stages of the service cycle (service entry, engineering, planning and delivery) to ultimately meet or exceed the delivery date committed to customers
• Work with the finance team to solve and close the invoice disputes associated with account collection
• Lead the development of customer satisfaction metrics dashboards available to management in real time
• Lead CCRP (Customer Care Response Process) process and meetings and partner with QA/Engineering/Operations to ensure closure in target timeframe
• Travel up to 20 Percent is required

Your background

• High School Diploma, or GED, with 12 years of experience in maintenance, technical support, customer service, automation projects, OR Associate degree, preferably in a technical field, with 10 years of experience in maintenance, technical support, customer service, automation projects, OR Bachelor’s Degree, preferably in Engineering, with 8 years of experience in maintenance, technical support, customer service, automation projects, OR Master’s Degree with 6 years of experience in maintenance, technical support, customer service, automation projects
• Demonstrated skills in working effectively with people with diverse backgrounds, both inside the plant environment and with external contacts
• Strong knowledge of Microsoft programs, Excel, Word, PowerPoint, Microsoft outlook and experience with SAP and Salesforce.
• Interface with and influence management at all levels both within and outside the company
• Operate in a fast-paced environment where critical decisions must be made quickly, and teamwork is essential
• Strong knowledge of general ABB systems and processes; warranty, PDP, dispute processes, would be a plus
• Technical knowledge and logical troubleshooting skills across all robotic product lines.
• Adaptability, good at building relationships
• Self-Motivating, good project management skills
• Achieves results with minimal supervision
• Handles stressful situations appropriately
• Previous experience in a technical role in the Robotics Industry is a plus
• Previous experience in a customer support role with a 24x7x365 environment preferred
• Previous technical knowledge and logical troubleshooting skills across all robotic product lines preferred
• Up to 20% travel will be required
• Candidates must already have a work authorization that would permit them to work for ABB in the US

Benefits

• Retirement plan
• Life insurance
• Disability insurance
• Healthcare plan
• Wellbeing program

More about us

ABB Robotics & Discrete Automation is a pioneer in robotics, machine automation and digital services, providing innovative solutions for a diverse range of industries, from automotive to electronics to logistics. As one of the world’s leading robotics and machine automation suppliers, we have shipped over 500,000 robot solutions. We help our customers of all sizes to increase productivity, flexibility and simplicity and to improve output quality. We support their transition towards the connected and collaborative factory of the future. ABB Robotics & Discrete Automation employs more than 11,000 people at over 100 locations in more than 53 countries. www.abb.com/robotics We look forward to receiving your application. If you want to discover more about ABB, take another look at our website www.abb.com. Equal Employment Opportunity and Affirmative Action at ABB ABB is an Equal Employment Opportunity (EEO) and Affirmative Action Employer encouraging diversity in the workplace. All qualified applicants will receive consideration for employment without regard to their race, creed, color, ancestry, religion, sex, national origin, citizen status, age, sexual orientation, gender identity, disability, marital status, family medical leave status, or protected veterans status. For more information regarding your (EEO) rights as an applicant, please visit the following websites: https://www.eeoc.gov/sites/default/files/2022-10/EEOC_KnowYourRights_screen_reader_10_20.pdf https://www.dol.gov/sites/dolgov/files/OFCCP/pdf/pay-transp_%20English_formattedESQA508c.pdf As an Equal Employment Opportunity and Affirmative Action Employer, applicants may request to review the Affirmative Action 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 qualified individuals with a disability 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. #LI-Hybrid