At ABB, we help industries outrun - leaner and cleaner. Here, progress is an expectation - for you, your team, and the world. As a global market leader, we’ll give you what you need to make it happen. It won’t always be easy, growing takes grit. But at ABB, you’ll never run alone. Run what runs the world.

This role sits within ABB's Robotics business, a leading global robotics company. We're entering an exciting new chapter as we’ve announced the plan for SoftBank Group to acquire ABB Robotics. SoftBank is a globally recognized technology group and investor/operator focused on AI, robotics, and next-generation computing.  By joining us now, you’ll be part of a pioneering team shaping the future of robotics—working alongside world-class experts in a fast-moving, innovation-driven environment.

This Position reports to:

Assistant Vice President

 

Job Summary:
In this role, you will responsible for providing after-sales service and support for robotics products/systems/services within a designated market, in alignment with the company's strategy. Ensure customer satisfaction by meeting both qualitative and quantitative service targets, including service quality, response time, issue resolution, customer retention, and overall customer experience. Build long-term relationships with customers, addressing specific needs and concerns, and providing timely solutions. Identify opportunities for service improvements and develop strategies to enhance customer support and service offerings.

Main Accountabilities:

After-Sales Service Strategy

Develops, plans, and implements after-sales service strategies and customer support initiatives for the Business Area/Division/Product Group, aligning with the company’s overall objectives.

Service Targets

Proactively identifies service gaps or issues in customer satisfaction and performance, taking corrective actions to enhance service delivery. Focuses on driving customer retention and service excellence.

Customer Acquisition

Identifies and evaluates service opportunities with existing and potential new customers locally, creating actionable plans for service implementation and resource allocation.

Customer Relations

Builds and maintains strong relationships with key decision-makers in customer organizations, ensuring ongoing customer satisfaction and loyalty.

Participates in negotiations related to key after-sales service contracts with global and regional clients.

Service Quality, Cost, and Efficiency

Monitors service levels, ensuring they meet or exceed the expected standards, and collaborates with Product Management to assess pricing strategies and their impact on service profitability.

Works with the team to achieve after-sales service volume targets and optimal service offerings.

Risk Management

Monitors customer financial status and informs internal teams of any changes or risks, ensuring timely and effective action.

Identifies and manages risks related to service contracts, including service level agreements (SLAs) and cybersecurity threats.

Challenges for Position:

Market complexity, cross border cooperation

Must-have Skills:

Middle level of English

Robotic or factory automation background

At least 3~5 years working experience

We value people from different backgrounds. Could this be your story? Apply today or visit www.abb.com to read more about us and learn about the impact of our solutions across the globe.