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This position reports to:
Local Division Manager
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募集ポジション概要
ABBエレクトリフィケーション事業本部 サービス事業部の日本法人において、Service Operations Managerとして、担当領域のサービスオペレーション全体をリードしていただきます。
本ポジションでは、サービス事業戦略に基づくオペレーション戦略の策定・実行、顧客満足度向上、品質強化、継続的改善、収益性向上を担っていただきます。
また、顧客対応の質向上、E2Eバリューチェーンの最適化、リソース計画、業務リスク管理、HSEおよびコンプライアンスの推進を通じて、安定的で高品質なサービス提供体制の構築に貢献いただきます。
職務形態
出張頻度
主な業務内容
- 担当領域におけるサービスオペレーション戦略の策定・実行
- 顧客満足度向上および顧客維持に向けたサービス品質の改善
- 顧客先での課題・改善機会の把握、および関係部門との連携
- 受注から納入までを含むオペレーションの最適化
- オペレーションリスクの管理、および業務の信頼性向上
- サービス実行部隊（サービスエンジニア部門）と協力しながら、継続的改善活動の推進によるサービス品質・収益性の向上
- HSE、インテグリティ、各種コンプライアンスの徹底
- KPI管理を通じた業績モニタリングと是正措置の実行
- 標準プロセス、ガイドライン、KPIの導入・定着
応募資格
必須要件
- 大卒以上
- 英語及び日本語で業務遂行が可能な方
- サービスオペレーション、フィールドサービス、プロジェクト運営、または関連領域での実務経験
- オペレーション改善、業務標準化、品質管理のいずれかの経験
- KPIを用いた業績管理、業務改善、運営管理の経験
- 対応力が高く、関係者と連携しながら業務を進められる方
- HSE、コンプライアンス、品質に関する基本的な理解をお持ちの方
歓迎要件
- Revenue、Cost管理などの事業運営・収益管理経験
- オペレーション全般に関わるシステム設計、業務設計、プロセス設計の経験
- オペレーションや受注から納入までのプロセス改善経験
- HSE推進、安全管理、監査対応の経験
- 顧客現場での改善提案や営業・アカウントチームとの連携経験
求める人物像
- 顧客志向を持ち、顧客満足度向上に主体的に取り組める方
- 課題を自ら見つけ、改善を継続的に推進できる方
- 全体最適の視点で物事を捉え、実行に移せる方
- 安全・品質・コンプライアンスを重視して行動できる方
- 関係者を巻き込みながら、部門横断で業務を進められる方
- 変化のある環境でも柔軟かつ前向きに対応できる方
このポジションの魅力
- サービスオペレーション全体に広く関わり、戦略立案から実行まで一貫して担えます
- 顧客満足度、品質、安全、収益性に直接インパクトを与えられるポジションです
- 継続的改善や標準化を通じて、強いサービス組織づくりに貢献できます
- ABBのグローバル基準のもとで、幅広いオペレーション経験を積むことができます
Position Overview
Within ABB Electrification's Service division in Japan, you will lead the overall service operations for your assigned area as Service Operations Manager. In this role, you will be responsible for developing and executing an operations strategy aligned with the service business strategy, driving customer satisfaction, quality improvement, continuous improvement, and profitability enhancement. You will also contribute to building a stable, high-quality service delivery structure through improving customer engagement quality, optimizing the end-to-end value chain, resource planning, operational risk management, and promoting HSE and compliance.
Work Model
Hybrid
Business Travel Frequency:
- Domestic: approx. once a month
- International: approx. once a year
Key Responsibilities
- Develop and execute service operations strategy for your assigned area
- Improve service quality to enhance customer satisfaction and retention
- Identify issues and improvement opportunities at customer sites and collaborate with relevant departments
- Optimize operations from order to delivery
- Manage operational risks and improve business reliability
- Drive continuous improvement activities in collaboration with the service execution team (field service engineers) to enhance service quality and profitability
- Ensure strict adherence to HSE, integrity, and all applicable compliance requirements
- Monitor performance through KPI management and implement corrective actions
- Introduce and embed standard processes, guidelines, and KPIs
Qualifications
Required:
- Bachelor's degree or above
- Ability to conduct business in both English and Japanese
- Practical experience in service operations, field service, project management, or related fields
- Experience in operations improvement, business standardization, or quality management
- Experience in performance management, process improvement, and operations management using KPIs
- Highly adaptable with the ability to collaborate with diverse stakeholders
- Basic understanding of HSE, compliance, and quality
Preferred:
- Experience in business operations and revenue/cost management
- Experience in system design, business design, or process design related to overall operations
- Experience in improving operations or order-to-delivery processes
- Experience in HSE promotion, safety management, or audit response
- Experience in proposing improvements at customer sites and collaborating with sales/account teams
Ideal Candidate Profile
- Customer-oriented, with a proactive approach to improving customer satisfaction
- Able to independently identify issues and continuously drive improvement
- Capable of seeing the bigger picture and taking action from an overall optimization perspective
- Acts with a strong focus on safety, quality, and compliance
- Able to drive cross-functional work by engaging relevant stakeholders
- Flexible and positive in adapting to a changing environment
Why This Role?
- Broad involvement across all aspects of service operations, from strategy planning to execution
- A position where you can directly impact customer satisfaction, quality, safety, and profitability
- Contribute to building a strong service organization through continuous improvement and standardization
- Gain wide-ranging operations experience under ABB's global standards
Building a cleaner, smarter future takes all kinds of minds: the curious, the courageous, and the creative. That's why we welcome people from all backgrounds and experiences.
Ready to make an impact?
Apply today or visit https://www.abb.com to learn more about the impact of our solutions across the globe.