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. 

For our Marketing, Sales and Product Management team, understanding the full potential of our technology and the trends in our markets is highly rewarding. In addition, helping customers all over the world improve efficiency, save resources and reduce emissions gives our work a powerful sense of purpose.

ABB Drives is a pioneering technology leader, providing products and solutions to help our customers maximize productivity, safety and energy efficiency, with a focus on reducing impact on the environment.

The role of the customer case manager is to build up superior customer experience by solid cross-function coordination, taskforce project management and systematic tools follow up to achieve effective case management, meanwhile, to pursue excellence of partner by providing sustainable and consistent training programs.

Your responsibilities

• Responsible for being a member of Drives Product Technical Product Management department, reporting directly to the Technical Product Management Manager.
• Take the role of customer case management, including close connection with front end sales, service and channel partner, gather technical support customer cases.
• Prioritize customer cases based on business demand, and ensure smooth escalation in systematic tools (Sales Force, CCRP, TFS) and coordinate cross-function (TPM, PEQ, R&D, Service) to ensure customer cases closure in time.
• Customer case report and dashboard maintenance and taking the role of product training programmer, including evaluating needs of sales and technical both from ABB and channel partners, develop training plan to promote products and improve channel partner technical competence.
• Coordinate to prepare training materials and fix training schedule, facilitate and monitor training execution.
• Training implementation report, certification management, feedback summary and training improvement plan and well utilization of mainstream media and digital solutions.
• 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 bachelor and above degree in Power Electronics, Electrical/Electronic or Automation Engineering is preferred.
• Up to 5 years of experience in engineering or technical support related to automation or drive products.
• Good organizational and project management skills.
• Strong customer focus awareness, problem solving and consultation skills.
• Excellent English and Chinese communication skills.
• Knowledge of instructional design, curriculum and content development, multimodal methods of training delivery, learning platforms and evaluation.