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Customer Service Senior Leader



Customer Service
Ciudad Apodaca, Nuevo Leon, Mexico · Nuevo Leon, Mexico · Mexico
Posted on Thursday, July 11, 2024

Customer Service Senior Leader

At ABB, we are dedicated to addressing global challenges. Our core values: care, courage, curiosity, and collaboration - combined with a focus on diversity, inclusion, and equal opportunities - are key drivers in our aim to empower everyone to create sustainable solutions. Write the next chapter of your ABB story.

This position reports to

EL Customer Operations Manager

Your role and responsibilities

Your role and responsibilities

In this role, you will have the opportunity to lead a team of specialists who provide technical and order related assistance/support to the internal and external customers of ABB. Each day, you will oversee the process, definition, implementation, and execution of customer support. You will also showcase your expertise by achieving targeted levels of service quality, operational efficiency, and customer satisfaction. The work model for the role is: #L-Hybrid This role is contributing to the Electrification Division. Main stakeholders are Customers in USA. You will be mainly accountable for: • Driving responsiveness of the business units toward customer inquiries and harmonization and efficiency improvement by identifying and establishing best practices. • Developing and implementing methodology to systematically address Net Promoter Score (NPS) feedback for service across the group and leading the efforts to improve it. • Acting as the process owner for contact management; and creating, implementing, monitoring, and reviewing ABB’s customer support strategy. • Ensuring timely issue of invoices for revenue generation; and identifying and closely follows-up on customer issues related to credit.

Qualifications for the role

  • Bachelor of Science Degree in Electrical or Mechanical Engineering or related
  • Minimum of 6 years in depth knowledge of Electrical Distribution products, residential, distribution, and control products, including load centers, transformers, modular metering, industrial breakers, panel boards, motor control, pushbuttons, safety switches, drives, Automatic Transfer Switches and programming MODBUS.
  • Ability to read and interpret elementary and control drawings.
  • Strong team orientation and strong interpersonal skills. Ability to work with all levels of the organization.
  • Strong organizational skills with high attention to detail and sense of urgency in dealing with case backlog.
  • Strong oral and written communication skills to effectively communicate in English with US Customers via the phone and email.
  • Proven leadership skills and ability to effectively integrate into team matrix / organization, including working with cross-cultural teams


More about us

We value people from different backgrounds. Apply today for your next career step within ABB and visit www.abb.com to learn about the impact of our solutions across the globe. #MyABBStory

Publication ID: MX92413887_E1