Software Lifecycle Support Team Lead - Europe

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.

As a Software Lifecycle Support Team Lead - Europe, will lead the regional team for servicing, delivering system support, trouble shooting, emergency assistance, batches, upgrades, updates, additions, and extensions of the “Operational Exellence” running software e.g. 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 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.

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 the area of the 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 co-ordination 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

• Minimum 5 years of experience in a similar role
• Understanding of MES solutions is mandatory

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 (documents submitted in English are appreciated). If you want to discover more about ABB, take another look at our website www.abb.com. Work model: hybrid #LI-hybrid