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.

Your responsibilities

• Ensuring planning and execution of various service activities including helpdesk hotline, email and Official Accounts, dispatch management, data management, connected Service and related FS activities carried out and driving and monitoring FS helpdesk team’s execution with respect to the agreed terms of schedule, quality, cost, margin, and customer satisfaction and related KPI.
• Ensuring the related warrantee or non-warrantee case to be resolved and that materials and components to feed Service delivery are provided optimizing cost, stock and timing.
• Allocating, driving and monitoring work to projects based on order content, delivery time, competencies and workload, effectively utilizing available resources through proper planning and scheduling for meeting 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 by promoting One ABB approach towards customers, building sustainable customer relationships ensuring local client growth, satisfaction and retention together with Sales and 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)) to streamline Service processes and applications for supporting the customer and 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 ensuring instructions and regulations are implemented well within the team (including subcontractors), while monitoring and reporting progress and results. Assessing risks and safety hazards and implementing actions to ensure people and equipment safety.
• Ensuring that the area of responsibility is properly organized, resourced and supervised, all Field Service team members are certified in line with global certification and local regulations, reviewing competence levels to ensure the team member (including subcontractors) is appropriately qualified to handle jobs assigned to them and related people management activities.
• 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

• Must have a degree in BA or above.
• 6+ working experience in customer service required.
• 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 required.
• Previous telemarketing service experience are preferred.
• Skills like strong ownership to results, problem solver with positive thinking, data analysis experience are preferred
• Must have ability to work as a team player, in a personable and positive manner.
• Must be fluent in English and Chinese language (both for written and spoken).