ABB E-mobility seeks a Service Cluster Lead that will manage a strong organization of internal colleagues and external service partners across central Europe and who oversees the maintenance, troubleshooting, and operational performance of our chargers. This role ensures seamless service operations, supports technicians in the field, and plays a key role in optimizing uptime and customer satisfaction. This position reports to our Head of Field Service Operations.
What you’ll be doing:
- Lead service operations across multiple geographical regions or countries, ensuring service consistency and alignment with global standards.
- Develop and implement global service strategies, processes, and standards to optimize service delivery and customer satisfaction.
- Ensure that service teams are adequately staffed and equipped to meet service targets and customer needs.
- Drive continuous improvement initiatives e.g., by identifying and addressing skill gaps, knowledge deficiencies, and operational inefficiencies.
- Build and lead strong service organization with internal and external resources (incl. 3rd party service providers).
- Ensure that customers complaints or service issues are handled promptly, with effective solutions provided in line with company policies.
- Build and maintain strong relationships with strategic customers to identify service improvement opportunities and enhance customer loyalty.
- Monitor financial performance of service operations, identifying opportunities for cost reduction, resource optimization, and revenue generation.
What you bring to the table:
- Master degree with an electrical engineering background and more than 5-year experience in a similar function.
- Strong understanding of global service operations, including service delivery models, customer relationship management, and financial management.
- Ability to think strategically, balancing long-term goals with immediate service needs.
- Experience in service optimization, process improvement and performance metrics
- Strong problem-solving skills, with the ability to make decisions under pressure.
- Experience in managing budgets, contracts, and vendor relationships.
- Provide regular updates to senior leadership on service performance, customer satisfaction, and operational challenges.
- Strong communication, negotiation skills, with the ability to engage and influence stakeholders at all levels.
- Work with extensive travel to different regions and countries.
- Fluency in English and German.
What’s in it for you?
Work with the best specialists in their field, in a diverse environment with unparalleled global reach. Feel inspired by our fast-growth. You will have the accountability to own your part in enabling a future of sustainable and efficient mobility. You can also count on a competitive compensation package in line with your capabilities and experience.
Work model: hybrid #LI-hybrid
If you want to discover more about ABB E-mobility, take another look at our website https://e-mobility.abb.com/
About ABB E-mobility
ABB E-mobility is a world leader in EV charging technology and a partner of choice for the world’s biggest electric vehicle OEMs and nationwide EV charging network operators. With a strong R&D pipeline, our robust product portfolio of innovative holistic solutions – from grid to charge point and domestic installations to large fleet depots – means we are actively enabling the future of e-mobility, not just predicting it.