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This Position reports to:
Division President Process Industries
Responsible for the design, development, and delivery of the Process Industries Division service strategy, this role leads the discipline of service excellence across business lines, driving sustainable and profitable growth. It includes portfolio management of common service products and oversight of BL-specific service development, along with governance of service business processes, IS tools, and competency management across the division.
Work model: Globally remote
Division: Process Industries
Division Service Strategy
In close alignment with the Strategy and M&A function, define priority initiatives for the division-wide service strategy. Lead service market analysis to identify and confirm installed base service potential across business lines and countries. Establish ownership of actions to address market gaps and lead the development of dashboards to monitor strategic progress. Provide division-level reporting and maintain a framework of initiatives and action plans to ensure delivery on strategic commitments.
Portfolio Management
Provide leadership in all aspects of service portfolio management. This includes managing a global team of product managers for common service offerings such as care agreements, spare parts, cybersecurity, and modernization services. Ensure adherence to the product development gate-model process and represent service interests in BL product development. Coordinate cross-BL collaboration, monitor competitor portfolios, and lead the development of AI-powered knowledge management systems in partnership with the digital team.
Processes, Tools, and Competency Management
Lead governance of service business processes, including installed base management, warranty and case management, and lifecycle processes. Oversee service-related reporting systems and voice-of-the-customer programs. Identify and implement IS tools that enhance service quality and operational efficiency, integrating AI developments into the roadmap. In collaboration with HR, develop a competency-based training and certification framework for engineers, and benchmark tools and processes against internal and external best practices.
Installed Base Market Coverage
In close collaboration with the Sales Excellence function, develop dashboards to analyze installed base sales coverage and establish guidelines to optimize it. This includes resource allocation, partner engagement, and training programs. Ensure service strategy objectives are reflected in incentive plans and lead evaluations of centralized service sales capabilities across regions.
To be successful in this role, you bring:Extensive knowledge of Process Industries products, service portfolios, and execution models, combined with over 15 years of experience in service leadership roles. You hold a Bachelor's degree and are comfortable communicating in English across diverse, global teams. Your background demonstrates a strong ability to lead strategic initiatives, manage complex service portfolios, and drive operational excellence through tools, processes, and people development.
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.