Customer Experience Sr. Manager

• PAPI Paper

About ABB

At ABB, we help industries outrun - leaner and cleaner. Here, progress is an expectation - for you, your team, and the world. As a global market leader, we'll give you what you need to make it happen. It won't always be easy, growing takes grit. But at ABB, you'll never run alone. Run what runs the world.

Position Overview

Reports to: NAM Service Manager-PAPI Paper

Work Model: Hybrid

Primary Focus: United States

This role contributes to the PAPI Life Cycle Service in NAM, with primary stakeholders including PAPI and PAEN Service Teams, Pulp, Paper, and Fiber LBU, Service Center Managers in PAPI and PAEN, Service Team Members, and ABB Customers.

Role and Responsibilities

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.

Primary Accountabilities

• 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

Service Coordination Leadership

• Oversee a team of five coordinators and one contractor who manages customer service requests, contract delivery and parts exchanges
• Conduct weekly operations and dispatch review meetings to align priorities, resolve scheduling conflicts, and ensure prompt and accurate dispatching of field service personnel
• Guide the booking and dispatching process, including validating service order readiness, troubleshooting SAP/FSL integration issues, and resolving data errors in Salesforce
• Maintain and update standard operating procedures related to dispatching, contract cleanup, and service order management
• Oversee the Change Order process, coordinating with sales and finance to confirm scope changes and communicate updates to field teams
• Supervise the Exchange process, ensuring proper tracking, logistics coordination, and documentation
• 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

Project Management

• Manage the upgrade/small project/modernization function within Pulp, Paper, and Fiber Service in PAPI
• Work with Project Management to ensure the proper balance of schedule, performance, and financial management to ensure successful projects for customers and for the company

Technical Support Leadership

• Manage a Level 2 support team of 11 personnel who oversee approximately 2,700 cases annually
• Resolve customer complaints and review complex or escalated cases
• Lead monthly case review meetings to share insights and improve service quality
• Attend customer meetings—both remote and on-site
• Collaborate with engineering and product teams through regular technical sessions
• Serve as the point person for PAEN and PAPI call center activities
• Function as backup on-call for DCS tech support when the designated engineers are unavailable
• Create and maintain the monthly utilization Power BI report
• Conduct monthly service delivery reviews with service coordinators
• Analyze hours utilization and engineer scheduling to optimize resource planning

Systems and Operations Management

• Ensure PI Field Tech personnel have configured FSL/Salesforce accounts
• Monitor SAP to FSL integration issues, including service orders with locked, closed, or new statuses
• Function as the point person for Pulsar/FSL within LCS
• Provide guidance on resolving service order errors and booking issues
• Complete budgeting for assigned cost centers
• Review cost center charges monthly to ensure accuracy and compliance

Qualifications

• 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 advanced skills in managing people and projects
• 10 years of relevant experience
• Excellent organizational, communication, and critical thinking skills
• Ability to manage cross-functional teams and drive process improvements
• Enhanced knowledge of and highly adept in SAP, FSL, Salesforce, PowerBI, Microsoft Office
• Passionate about customer satisfaction and integrity
• Bachelor's Degree in Engineering or Business, or similar field
• Fluent in English
• Legally allowed to work in the United States

Team Dynamics

You will join a large, dynamic, high-powered team, where you will be able to thrive.

Why ABB

Working at ABB gives you the opportunity to contribute to a healthier and more prosperous world. Add to your story by joining a passionate team, focused on pushing the boundaries of technology to drive performance, shape new business models and find new ways of working that benefit our customers, partners and society. We want you to be proud of being part of ABB.

We Care

At ABB, we care about our people and their stories. We create safe, fair, equitable and inclusive working environments in which our people can succeed and develop, regardless of gender, ethnicity, sexual orientation or cultural, religious or social background. Diverse teams make us stronger. ABB is also committed to a high standard of integrity in everything we do.

We Grow

We help our people succeed and develop, and we empower them to create their own careers at ABB. Our benefits, reward and development programs encompass a wide array of offerings.

How to Apply

Do you want to shape the future, together with us? Get more insights into our recruitment process and find some helpful tips and tricks how to join the team. Make our story your story.

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