Grossunternehmen |
6000 Angestellte (Schweiz) |
| Temporaire: Non | Taux: 100% |
| Quartino, Tessin | Langue:en |
| Site internet |
Bei ABB unterstützen wir Industrien dabei, effizienter und sauberer zu arbeiten – und jede einzelne Person trägt hier
dazu bei. Wir bieten allen Mitarbeitenden die Möglichkeit, Verantwortung zu übernehmen und die eigene Entwicklung aktiv
voranzutreiben. Gemeinsam entstehen Lösungen, auf die alle stolz sein können. Wir suchen engagierte Talente, um
gemeinsam die Welt voranzutreiben.
Diese Position berichtet an:
Service Business Process Manager
__
Your role and responsibilities
We are seeking a dedicated and experienced Business Process Owner (BPO) to join our Service Process Management team in
Critical Power Business. You will lead, together with the other BPOs the strategic implementation and optimization of
Salesforce modules within our Service operations, driving service transformation and process excellence across ABB's
global service organization.
This is a unique opportunity to shape how we deliver world-class service solutions to our customers while working with
cutting-edge technology and cross-functional teams.
This is a global role, with preferred location in Europe or Richmond, USA. The work model for the role is: Hybrid
This role is contributing to the Global Critical Power Service. Main stakeholders are Service Managers and Global
Service Business Manager.
You will be mainly accountable for:
- Salesforce Implementation Leadership: Lead the design, configuration, and deployment of Salesforce modules (Service
Cloud, Case Management, Field Service Lightning, Opportunity Management, Service Contracts) aligned with ABB's global
service strategy.
- Process Design & Optimization: Understand current processes, define and document standardized service processes,
standard operating procedures, and workflows to ensure operational efficiency and best practices across service
operations.
- Stakeholder Engagement & Cross-functional Collaboration: Collaborate with business leaders, IT teams, regional
service managers, end-users, and global teams to gather requirements, ensure consistency, harmonization of service
processes, and successful adoption across the organization.
- Change Management, Documentation & Training: Develop and execute comprehensive change management plans, create and
maintain process documentation, training materials, and knowledge bases; provide communication strategies and user
support for effective implementation.
- Quality Assurance & Continuous Improvement: Establish KPIs, monitor system performance, drive continuous
improvements to enhance service delivery and customer satisfaction while ensuring compliance and operational excellence.
Our team dynamics
You will join a dynamic, talented and high performing team, where you will be able to thrive.
Qualifications for the role
- Experience & Project Management : 5+ years in business process management, service operations, IT project
implementation, or Salesforce implementation; demonstrated ability to manage complex, multi-stakeholder projects with
attention to timelines and budgets.
- Salesforce Expertise: Proven hands-on experience with Salesforce Service Cloud, Case Management modules, Field
Service Lightning, Eureka form, Opportunity Management, and Case Management.
- Master degree in technical fields. Project Management certification is a plus.
- Process Discipline & Analytical Skills: Strong understanding of Gate Model, Six Sigma, Lean methodologies, or
similar process frameworks; strong problem-solving abilities with data-driven decision-making approach.
- Change Management: Excellent skills in driving organizational change, user adoption, and managing stakeholder
engagement during implementation transitions.
- Communication & Stakeholder Engagement: Fluent in English (written and verbal); ability to communicate complex
concepts clearly to diverse audiences and effectively engage stakeholders across organizational levels.
Preferred Qualifications
- Experience with ABB Critical Power Business
- Knowledge of SAP integration with Salesforce
- Certification in Project Management (PMP, PRINCE2) or Salesforce administration
- Knowledge of ServIS and BOL
- Background in service industry or technical support environments
- Experience with multiple Salesforce clouds (Sales Cloud, Marketing Cloud, etc.)
What's in it for you?
- Career development opportunities within a global organization
- Flexible work arrangements supporting work-life balance
- Professional training and continuous learning programs
- International exposure and cross-functional collaboration
- Inclusive workplace culture that values diversity and innovation
More about us ABB is a leading global technology company that energizes the transformation of society and industry to
achieve a more productive, sustainable future. With operations in more than 100 countries and more than 110,000
employees worldwide, we're pioneering breakthroughs in electrification, automation, and digitalization.
This opportunity is open to candidates in multiple countries, with the final work location determined based on the
selected candidate. As compensation may vary by location, we are committed to being transparent throughout the hiring
process and will share details of the salary range, variable compensation and benefits package with candidates who
progress to the first interview stage for a location in the European Union, covered by the EU Pay Transparency
Directive.
The final offer will be tailored based on your role location, experience, skills and qualifications, internal market
positioning and alignment with ABB internal standards.
Die Zukunft wird sauberer und intelligenter durch vielfältige Talente – neugierige, mutige und kreative. Wir schätzen
Menschen mit unterschiedlichem persönlichem Hintergrund und Erfahrungen.
Bereit, gemeinsam etwas zu bewegen?
Jetzt direkt bewerben oder weitere Informationen zu ABB und unseren Lösungen weltweit entdecken unter:
https://www.abb.com