Country Service Manager at ABB

Job Description

• As a Country Service Manager, you will be a part of the Country Staff Various Division based in Lagos, Nigeria, you will be responsible for implementing and further developing the Group Service Strategy in own area of responsibility.
• Leading the profitable growth of the Service business in the country, to achieve performance targets.
• Ensure consistent implementation, development and monitoring of growth and “how-to-win” initiatives and service delivery processes to drive efficiency and standardization and to achieve both high customer satisfaction and business profitability.

Responsibilities
Your Tasks as a Country Service Manager will include the following:

• Service Strategy
• Developing and executing the Service strategy across Local Business Unit (LBU’s)
• Managing the business portfolio – put actions in place to improve underperforming business segments and utilize best practices across the portfolio.
• Helping to identify white spots and to define strategies to increase the coverage of the installed base.

Service Growth

• Ensuring the adequate controlling of all business figures and drive top line growth.
• Accountable for countries service profit and loss. Strive Service productivity improvement across the LBUs
• Facilitating risk assessments (especially for cross Business Unit offering)
• Participating in and contribute to new growth lever projects (such as development of the consulting framework; development of a data driven Service platform) and regional/local alliances.

Customer Approach:

• Supporting implementation of Service offering portfolio by building up local presence and ensure systematic and aligned go-to-market service approach.
• Creating strategic partnerships with key customers.
• Driving improvement in Service Net Promoter Scores (NPS).
• Leading the development of Customer Contact Management (CCM).
• Coordinating and participating in marketing/communication activities/external events to promote ABB Service.

Service Execution / Operational Excellence:

• Promoting and implementing common tools and processes across Service operations
• Managing business-led collaboration within the Service team by coordinating shared service support teams for support across all local service teams.
• Coordinating and facilitating Service account management and sales activities
• Ensuring consistent development of processes and practices and local Implementation and monitoring progress of cross functional services – Health and Safety, Functional Safety Management (FSM), Construction Safety Coordinator (CSC), Service Operational Maturity Assessment (SOMA), Net Promoter Scores (NPS) and other cross BU tools, Training.
• Developing and local Parts Logistics when commonly agreed.

Leadership:

• Promoting ABB Leadership, Safety & Integrity culture.
• Managing cluster level Service staff plans and competency development: training, recruitment, career paths
• Ensuring continuity of key Service people. Build up required service resources and drive talent development
  

Requirements

• As the ideal candidate, you should have a Bachelor’s degree in Electrical, Mechanical or Mechatronics Engineering with minimum 10 +years of experience in Service Business and broad understanding of existing ABB installed base in countries.
• Proficiency in spoken and written English language is required.