1. Service delivery
Ensures planning and execution of various Service activities carried out both off and on site. Drives and monitors Service execution with respect to the agreed terms of schedule, quality, cost, margin, and customer satisfaction.
2. Performance targets
Allocates, drives and monitors work to projects based on order content, delivery time, competencies and workload. 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).
3. Materials and warrantees
Ensures work assignments are accurately classified as warrantee or non-warrantee status. Ensures that materials and components to feed Service delivery are provided optimizing cost, stock and timing.
5. Customer approach
Collaborates within local service units and with other Service teams to promote One ABB approach towards customers. Builds sustainable customer relationships to ensure local client growth, satisfaction and retention together with Sales.
Drives consistent development of processes and practices based on customer feedback (Net Promoter Score (NPS)).
6. Operational excellence
Drives continuous service productivity improvement activities in the assigned Service team in collaboration with the Operational Excellence team.
Utilizes efficient tools (e.g. Mobile Service Assist (MSA)) to streamline Service processes and applications to support the customer.
Ensures the transfer of Service findings to the product / system local units for improvement of their offerings.
7. Health, safety and integrity
Ensures compliance with Group health, safety and environmental directives, and ensures instructions and regulations are implemented well within the team (including subcontractors), while monitoring and reporting progress and results.
Assesses risks and safety hazards and implements actions to ensure people and equipment safety.
8. Team supervision and development
Ensures that the area of responsibility is properly organized, resourced and supervised. Ensures all Field Service team members are certified in line with global certification and local regulations.
Reviews competence levels to ensure each Service Engineer (including subcontractors) is appropriately qualified to handle jobs assigned to them.