Service Account Manager – planner & go-to-person for big pharma client at ABB

At ABB, we help industries run leaner and cleaner—and every person here makes that happen. You’ll be empowered to lead, supported to grow, and proud of the impact we create together. Join us and help run what runs the world.

This position reports to:

Service Manager

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Your role and responsibilities

If you thrive as the primary point of contact for customers when it comes to coordinating and driving the handling of complex technical matters, this role might be exactly what you are looking for.

In this position, you will act as the customer’s technical sparring partner, helping them navigate automation-related challenges and supporting the design of robust, scalable solutions in close collaboration with ABB’s technical specialists. You will combine commercial awareness, technical understanding and strong coordination skills to ensure high-quality service delivery.

You will operate in a highly dynamic environment where your ability to structure, prioritise and follow through will translate directly into tangible customer value. ABB will support your learning and professional development along the way.

Your main technical focus will be ABB’s 800xA automation solutions, operating at the intersection of IT and OT, and you will dedicate most of your time to supporting one of ABB’s largest pharmaceutical customers.

You will serve as the client’s primary point of contact for managing requests for technical specialist support. Upon receiving a new request, you assess its urgency and scope, identify the right ABB specialist, and initiate the appropriate process. This may include troubleshooting, technical advisory, solution recommendations, and coordination of support activities. You will follow up throughout the process to ensure timely resolution and customer satisfaction.

The role covers support for both operational production facilities as well as new facilities in testing and commissioning phases.

Service contract ownership and governance

You will play a key role in ensuring that the service contract is executed in line with agreements and expectations. Service is a fundamental pillar of ABB’s business, and in this role you act as a guardian of contractual commitments, quality, and long-term customer partnerships. You will take ownership of ensuring transparency, structure and value delivery across all service interactions.

Additional responsibilities include

• Managing requests for technical support via email, phone, and direct interaction with engineers and specialists

• Prioritizing incoming requests and contributing to root cause analysis

• Allocating the right specialist resources in collaboration with internal stakeholders

• Creating and managing cases in ABB’s case management systems and handling related administrative tasks based on customer requirements

• Following up on all cases to ensure resolution and high customer satisfaction

• Communicating with and, when relevant, negotiating prioritization and scope with the customer

• Participating in status meetings with the customer and other contractors, ensuring follow-up on actions and commitments

• Coordinating closely with ABB colleagues across functions and organizational units

Qualifications for the role

• Manage requests for technical support via email, phone, and direct interactions with engineers/specialists.

• Prioritize incoming requests, contribute to root cause analytics and allocate the right specialist resources.

• Create and manage cases in ABB's case management system and handle additional administration according to customer requirements.

• Follow up on cases to ensure resolution and customer satisfaction.

• Communicate with and, when necessary, negotiate with the client regarding ongoing prioritization and tasks.

• Participate in status meetings with the client and other contractors, ensuring follow-up actions.

• Coordinate with the ABB colleagues across the organization

More about us

At ABB, we have a clear goal of promoting diversity and inclusion in terms of gender, LGBTQ+, disability, ethnicity, and age. Together, we have embarked on a journey where we all individually and collectively celebrate and welcome individual differences. You can look forward to joining an organization with very good well-being. Collaboration and team spirit are key words for us and a crucial foundation for reaching our shared goals. We prioritize a good working environment highly and continuously invest in the education and development of you and your colleagues. If you want to read more about our continuous work with the working environment and sustainability, you can find more information at: https://global.abb/group/en/sustainability.

You will be based in Ballerup, Middelfart or Kalundborg where your colleagues will provide you with all the necessary knowledge about ABB, our solutions, and our client. Every other week, you will travel to Kalundborg and Bagsværd to participate in status meetings with the client and other contractors.

The position reports to Service Delivery Manager, Steffen Laugesen.

Apply for the job online via our simple and easily accessible system, where you can also save selected jobs. If you have questions about the position before then, you are welcome to contact Steffen Laugesen at +45 6139 4284. You can also find more information about us on our website www.abb.com.

The application deadline is 24.05.2026. We look forward to receiving your application.

ABB is a global technology leader in electrification and automation, enabling a more sustainable future with efficient use of resources. By connecting our knowledge in engineering and digitalization, ABB makes industry more efficient, productive, sustainable and able to improve their performance. At ABB, we call it 'Engineered to Outrun'. The company has over 140 years of history and more than 105,000 employees worldwide. In Denmark, you will have more than 500 colleagues in offices in Ballerup, Middelfart, Esbjerg, Kalundborg and Aalborg.

Building a cleaner, smarter future takes all kinds of minds: the curious, the courageous, and the creative. That's why we welcome people from all backgrounds and experiences.

Ready to make an impact?

Apply today or visit [

https: //www.abb.com](https://www.abb.com) to learn more about the impact of our solutions across the globe.