What are the responsibilities and job description for the Service Coordinator position at ABB?
Service Coordinator
Take your next career step at ABB with a global team that is energizing the transformation of society and industry to achieve a more productive, sustainable future. At ABB, we have the clear goal of driving diversity and inclusion across all dimensions: gender, LGBTQ , abilities, ethnicity and generations. Together, we are embarking on a journey where each and every one of us, individually and collectively, welcomes and celebrates individual differences.
The Service Coordinator occupies an important position in the execution of Service projects and activities related to Robotics Customer Service front end, Robotics & Discrete Automation, Service & Digital Platform in Auburn Hills, Michigan. You will be coordinating and planning the provision of necessary resources, spare parts and logistics for on site service jobs, ensuring that the process is seamless, from quotation to invoicing and cash collection. You will be responsible for responsiveness, communication and continuous follow up are key components of providing excellent customer service to our customers. As a member of the ABB US Robotics Service Team, the Service Coordinator (SC) position has a high impact on corporate revenues and on effectively servicing customers. This person is a primary interface between the customer and the ABB Robotic Service Organization and plays a significant role in determining the Company’s image as viewed by the customer. The SC admin will determine the needs of the customer, and dispatch service personnel who have the appropriate skill set required to meet the stated customer needs and are the most cost effective choice for the job. The SC admin will take ownership of the customer request via email or phone and use judgment and initiative to assure superior customer satisfaction while maintaining a professional front-end image. The SC admin will work closely with Service Coordinators to maintain the schedules of the Field Service Engineers (FSE) and Specialists, track man hour utilization and work with the Service Management to schedule FSE training. The field organization is greatly dependent on this person’s efficient follow-through and communications.
This position reports to
Technical Support Manager
Your responsibilities
- Single point for customer: Builds and maintains sustainable relationship with customer. Manages customer requirements and customer enquiries. Ensures continuous communication
- Coordination: Coordinates, plans, schedules and oversees all Service jobs with necessary resources, spare parts and logistics for site
- Contract management: Manages customer satisfaction by ensuring that ABB fulfils its contractual obligations and business requirements. Ensures the required quality is delivered and the health, safety and environmental issues are competently managed. Reviews the scope of the work and ensures that all parties fulfil their contractual obligations, particularly regarding claims and changes
- Service order process: Manages the Service order process in a timely manner from quotation to invoicing and cash collection
- Reporting and documentation: Manages all required reporting and documentation. Ensures all necessary data has been registered in a timely manner in the system
- One ABB: Cooperates and coordinates activities with other ABB units and teams to harmonize Service activities and to maximize Service sales at every opportunity
- Ensures the transfer of Service findings to the product/system Local Business Units for improvement of their offerings
Your background
- Minimum High School Diploma and 2 years experience in related field; prior customer service experience is required
- Alternatively, possess a special combination of education & Experience and / or demonstrated accomplishments
- Knowledge of MS Word, Excel, PowerPoint
- Excellent written & Verbal communication Skills
- Excellent organization Skills, Detail Oriented
- Customer Service Background Highly Desirable
- SAP Experience would be a plus
- SFDC Experience a plus
- Ability to work with little or no supervision
- Analyze issues and use of sound judgment
- Manage execution
- Scheduling and coordination skills (Dispatch)
- Candidates must already have a work authorization that would permit them to work for ABB in the US
Benefits
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: http://www1.eeoc.gov/employers/upload/eeoc_self_print_poster.pdf http://www1.eeoc.gov/employers/poster.cfm. http://www.dol.gov/ofccp/regs/compliance/posters/pdf/OFCCP_EEO_Supplement_Final_JRF_QA_508c.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
Salary : $42,200 - $53,400
