Richmond, Virginia, USA
Take your next career step at ABB with a global team that is energizing the transformation of society and industry to achieve a more productive, sustainable future.
At ABB, we have the clear goal of driving diversity and inclusion across all dimensions: gender, LGBTQ+, abilities, ethnicity and generations. Together, we are embarking on a journey where each and every one of us, individually and collectively, welcomes and celebrates individual differences.
ABB Smart Power is a global technology leader, with solutions that make power supplies smart, connected and protected. Its intelligent solutions make power more competitive by improving the energy efficiency, productivity and reliability of almost any operation.
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.
This role reports to Service Team Leader and is located in Richmond, Virginia. As a Service Coordinator, you will be a key player for single point of contact for the customer during the execution of a service job and spare part deliveries. Our customers expect 24/7 emergency service. Occasional out of office hour/ duty working will be required. Coordinating the service jobs with the service engineers is also part of your daily activities. You will be a part of small local team in a well-structured organization.
Coordinates, plans, schedules, and oversees all Service jobs with necessary resources, spare parts and logistics for site.
Builds and maintains sustainable relationship with customer.
Manages customer requirements and customer enquiries.
Reviews the scope of the work and ensures that all parties fulfil their contractual obligations, particularly regards to claims and changes.
Manages customer satisfaction by ensuring that ABB fulfils its contractual obligations and business requirements.
Ensures the required quality is delivered and the health, safety and environmental issues are competently managed.
Manages the Service order process in a timely manner from quotation to invoicing and cash collection.
Manages all required reporting and documentation. Ensures all necessary data has been registered in a timely manner in the system.
Communicate with customers in a precise and professional manner via phone and email.
Escalate support issues/requests to appropriate individuals/teams based on current guidelines.
Cooperates and coordinates activities with other ABB units and teams to harmonize Service activities and to maximize Service sales at every opportunity.
Ensures the transfer of Service findings to the product/system Local Business Units for improvement of their offerings.
High school diploma or the equivalent with minimum 2 years of customer service experience.
Bachelor’s degree in Business or a related field is preferred.
Minimum 4 years of customer service experience in a service organization is preferred.
Minimum 2 years of scheduling or dispatching experience is preferred.
Ability to deal with customers where tact may be required to maintain continuing harmonious relationships.
Computer-fluent with specific attention to Microsoft Office; Salesforce.com, SAP software experience is a plus.
Moderate level of technical fluency to understand and properly communicate the technological aspects associated with products.
High energy level with ability to take initiative.
Able to work independently and multi-task in fast-paced environment.
Proven reasoning abilities and sound judgment.
Excellent verbal and written communication skills.
Ability to express commitment to the company, its customers and its employees.
Process-oriented, with demonstrated attention to details.
Ability to deliver on-time results to support the company’s business goals.
Teamwork-oriented with a collaborative style.
Candidates must already have a work authorization that would permit them to work for ABB in the US.
More about us
We look forward to receiving your application. If you want to discover more about ABB, take another look at our website www.abb.com.
Equal Employment Opportunity and Affirmative Action at ABB
ABB is an Equal Employment Opportunity (EEO) and Affirmative Action Employer encouraging diversity in the workplace.
All qualified applicants will receive consideration for employment without regard to their race, creed, color, ancestry, religion, sex, national origin, citizen status, age, sexual orientation, gender identity, disability, marital status, family medical leave status, or protected veterans status. For more information regarding your (EEO) rights as an applicant, please visit the following websites:
As an Equal Employment Opportunity and Affirmative Action Employer, applicants may request to review the Affirmative Action Plan of a particular ABB facility between the hours of 9:00 A.M. - 5:00 P.M. EST Monday through Friday by contacting an ABB HR Representative at 1-888-694-7762.
Protected veterans and qualified individuals with a disability may request a reasonable accommodation if you are unable or limited in your ability to use or access ABB's career site as a result of your disability. You may request reasonable accommodations by calling an ABB HR Representative at 1-888-694-7762 or by sending an email to US-AskHR@abb.com. Resumes and applications will not be accepted in this manner.