Take the next step in your career at ABB, working in a team that is dedicated to creating a future where innovative digital technologies allow greater access to cleaner energy.

Working with customers to ensure our products and systems provide maximum performance, our Service teams solve a wide variety of key industrial challenges. We increase productivity and reliability, lengthen product life span and improve safety. Critically, we also reduce costs, energy consumption and emissions.

ABB's Robotics and Discrete Automation business is writing the future of flexible factory and smart machines by providing value-added solutions in robotics, machine and factory automation. Our integrated automation solutions, application expertise across a wide scope of industries and our global presence deliver tangible customer value.

This is a Service Coordinator role, reporting to Service Team Leader in Business Area Robotics & Discrete Automation, Service & Digital Platform.

Your responsibilities

• Ensuring planning and execution of various FS service activities are carried out, especially for warranty. Securing the returned parts performance.
• Ensuring the related warranty or non-warranty case to be resolved and ensuring that materials and components to feed Service delivery are provided with optimizing cost, stock and timing.
• Managing all required reporting and documentation and ensuring all necessary data has been registered in a timely manner in the system.
• Allocating drives and monitoring work based on order content, delivery time, competencies, workload and effectively utilizes available resources through proper planning and scheduling to meet delivery targets (e.g. OTD, response time, ordered service offerings, update of installed based data).
• Collaborating within local service units and with other Service teams to promote One ABB approach towards customers. Building sustainable customer relationships to ensure local client growth, satisfaction and retention together with Sales and peers. Driving consistent development of processes and practices based on customer feedback (Net Promoter Score (NPS)).
• Driving continuous service productivity improvement activities in the assigned Service team in collaboration with the Operational Excellence team. Utilizing efficient tools (e.g. Mobile Service Assist (MSA)/FSL) to streamline Service processes and applications to support the customer. Ensuring the transfer of service findings to the product/system local units for improvement of their offerings.
• Ensuring compliance with group health, safety and environmental directives, and ensures instructions and regulations are obeyed.
• Living ABB’s core values of safety and integrity, which means taking responsibility for your own actions while caring for your colleagues and the business.

Your background

• A bachelor’s degree or above.
• Must have excellent customer service skills, including but not limited to, active listening, empathizing, problem solving, organized, detail oriented, follow through, and excellent verbal and written communication skills.
• Preferred to have previous customer service and Data analysis experience.
• Strong ownership to results and a problem solver with positive thinking.
• Must have the ability to work as a team player in a personable and positive manner.
• Fluency in written and spoken English and Chinese.