Manager - Customer Experience
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.You will be working as Manager Customer Experience and will be part of Process Automation Business Area for Energy Industries Division based in Abu Dhabi, UAE. In this role you will be reporting to Local Division Service Manager and will be responsible for conducting and organizing technical trainings, maintaining, and updating all application or equipment of Customer Experience Center (CEC) located in Abu Dhabi. Providing technical support to customers through the Digital Solution facility of CEC supporting events, providing technical demonstration and presentation to customers and implementation of Customer Service Experience (CSE) program.
Your responsibilities
- Conduct and organize technical trainings based on installed equipment and systems (control, electrical systems and digital) of ABB within the Energy Industries
- Generate demand for training and ensure utilization of the center by attracting internal and external stakeholders in coordination with operation and sales function of local division
- Equip Customer Experience Center (CEC) to meet demand for training, demonstration and presentation of applications and solutions relevant to customers of Energy Industries
- Provide technical support consultation, remote diagnostics for site support and services on control systems delivered by ABB like 800xA and Symphony or Harmony.
- Drive usage of augmented reality solutions such as Remote Insights among the tech support team, field engineers and customers.
- Maintain and keep the system updated and operational throughout the year. Coordinate with the Service Delivery team and ensure ABB proactively schedules FSEs to run SPDC tool to gather diagnostics which provide insight into productivity or service gaps and opportunities.
- Work towards establishing the center to meet customer’s demand for 24x7 support and as well as a regional support center for the Hub
- Lead implementation of Customer Service Experience program within of Process Automation Energy Industries covering commercial contract management, case management, field service lightning and front-end lead generation.
Your background
- Bachelor’s degree in Engineering
- Minimum 10 years of experience in the field of control or electrical system.
- Conversant with process control principles and passionate on new technologies applicable to industries
- Must have hands-on experience of ABB’s control systems ABB like 800xA and Symphony or Harmony.
- Prior experience and knowledge in industries such as Oil & Gas, Power & Water, and other Utilities will be beneficial.
- Strong experience on troubleshooting and root cause analysis methodology and should have a customer centric approach.
- Excellent written and verbal communication skills with the ability to influence both internally and externally.
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