Digital Service Team Lead for MES/MOM Solutions

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In this position, you will be supervising a team of Service Engineers and Service Technicians working with PAPI Digital Service, Process Automation Process Industries (PAPI) in Westerville, Ohio. You will be responsible for hands on lead for the regional team for servicing, delivering system support, trouble shooting, emergency assistance, batches, upgrades, updates, additions and extensions of the “Operational Excellence” running software example MES, MOM, OMS at customer plants or as SaaS subscriptions while working to support those systems as well. Ensure successful hand over from Project Operations into Services and facilitate successful on boarding of digital solutions into the customer business environment together with its subsequent operations and maintenance. Exhibit an understanding of how to best meet contractual software services, support and maintenance procedures. Confirm all resources are regionally in place to service software on time in respect to possible SLA’s (Service Level Agreements) and on budget according to the services agreements. Ensure ongoing support and services delivery mechanisms and content meet the qualitative expectations of the customers. Align regional services and resourcing with global services resourcing and follow the sun models. Thus, the role is hands on the daily support services as well, not only lead. More like lead by example being the best service engineer working to support the customers.

This position reports to

Global Customer Success&Service Director

Your responsibilities

• Software Services Engineering working expertise & Leadership: Demonstrates thorough proficiency in respective aspects of software service engineering with good overall understanding and hands on work
• Ensures that the team is right size, right skill set and right global distribution to allow Services execution with agreed SLA’s and contractual scopes
• Manages and leads the team to perform a variety of software services engineering tasks in their assigned area of software lifecycle services, support and maintenance
• Develops the Lifecycle services practices and tools in the own responsibility area
• Contributes to the software product roadmap through systematic records of identified software issues
• Technical Sales Support: Manages the end to end technical services sales support in close coordination with sales and Customer Success Management to identify the customer’s needs, develop, demonstrate and articulate the features of the lifecycle services content and how it can best suit customer needs
• Customer Software Lifecycle Management: Manages and orchestrates all stages of the end to end customer software lifecycle in assigned area of responsibility
• Collaboration & teamwork: Ensures close collaboration with other software lifecycle leads, sales, Customer Success Management, product management and development teams for future planning, feature development and support of lifecycle services deliverables
• Customer Centricity & Support: Ensures management of customer expectations
• Builds sustainable customer relationships to ensure growth, satisfaction, and retention in close coordination with Sales and Customer Success Managers
• Drives consistent development of digital solutions, processes and client requirements/needs are met in a timely manner
• Leadership and development: Ensures that the respective area of responsibility is properly organized, staffed, skilled and directed
• Manages, guides, motivates and develops their respective teams
• Improves digital solution services engineering by providing training, development of capabilities and competencies

Your background

• Bachelor’s degree in Engineering or related field required and minimum of 5 years experience, preferably supporting MES, MOM, OMS type of mission critical Operational Excellence systems installed on customer premises
• Familiar with Python, JavaScript and other programming languages
• Knowledge of PL/SQL and relational databases (for example Oracle). Paper, metals, cement production and related MES/MOM/OMS software knowledge is an advantage
• Travel may be required up to 10%
• Candidates must already have a work authorization that would permit them to work for ABB in the US

Benefits

• Retirement plan
• Life insurance
• Disability insurance
• Wellbeing program
• Healthcare plan

More about us

Process Industries division delivers complete electrification and automation solutions, industry-specific products and lifecycle services across industries. Engineering and delivering automation solutions from device to monitoring and control make our customers get more out of their investment; digitalization solutions including collaborative operations and augmented reality help improve plant and enterprise productivity, reduce maintenance and energy costs. Our engineering, project management, services and solutions portfolio covers a wide range of industries - Mining, Pulp & Paper, Metals, Aluminum and Cement, Data centers and Food and Beverage. 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: https://www.eeoc.gov/sites/default/files/2022-10/EEOC_KnowYourRights_screen_reader_10_20.pdf https://www.dol.gov/sites/dolgov/files/OFCCP/pdf/pay-transp_%20English_formattedESQA508c.pdf 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 [email protected] Resumes and applications will not be accepted in this manner. #LI-Hybrid