HBU Service Manager - Middle East & Africa

Job description / Role

HBU Service Manager - Middle East & Africa

Your main responsibilities will be the following:
- Performance & Ownership -Drives the localization and implementation of the BU strategy as a member of the HBU Management Team.
- Ensures service growth strategies are in place and implemented consistently across the entire service organization, according to PGGI Service strategy. Lead and support the integrated HUB concept to drive operational efficiency and productivity, exploiting synergies and increasing ownership and accountability through different countries.
- Takes full accountability for the profit and loss (P/L responsibility) of the assigned HUB Service units. Lead risk management process aligned with company strategy.
- Drives predictability in results and on time reporting. Takes key role in operational reviews regarding service units reporting to him. Manage the bulk service risk portfolio in the respective region. Take operational decisions as needed.
- Safety & Integrity - Drive and enable the implementation of ABB integrity and health and safety culture across the organization by coaching and developing Service teams.
- Assure implementation of all corrective actions, best practices and operational procedures as per PGGI standards. Be responsible for proper training and certification of service teams.
- Collaboration & Trust - Works with marketing & sales HUB team to secure incremental growth of the service business. Helps to identify white spots and to define strategies to increase the coverage of the installed base. Supports the local units in business development initiatives. Promotes sharing of experience and leading practices in service at regional level.
- Find cross country synergies and cooperation models within the HUB, also inter BU and inter divisional when needed. Actively collaborate with service conflicts. Acts as interface to the country service organization where needed.
- Customer Focus & Quality -Builds a sustainable customer approach to ensure overall regional client growth, satisfaction and retention. Supports the local units to build up the local presence Drives operational excellence and continuous improvement of the business focusing on customer satisfaction.
- Coordinates and facilitates Service account management and sales activities. Ensures systematic, holistic and broad go-to-market approach together with the local sales teams. Ensures consistent development of processes and practices based on customer feedback (Net Promoter Score (NPS) in the region.
- Lead the marketing initiatives to be implemented on the different countries under his responsibility.
- Takes responsibility for customer contact management operations and lead installed base management

Requirements

Ideally you will have a bachelor's degree in engineering with a minimum of 10 years of relevant industrial experience with P&L responsibility preferably in the service business,leading a complex organization. Sound knowledge of the relevant market, customers and solutions will be preferred along with experience of working in a multi-cultural environment.

About the Company

ABB is a global leader in power and automation technologies. Based in Zurich, Switzerland, the company employs 150,000 people and operates in approximately 100 countries. The firm’s shares are traded on the stock exchanges of Zurich, Stockholm and New York.

ABB’s business is comprised of five divisions that are in turn organized in relation to the customers and industries we serve.

The company in its current form was created in 1988, but its history spans over 120 years. ABB’s success has been driven particularly by a strong focus on research and development. The company maintains seven corporate research centers around the world and has continued to invest in R&D through all market conditions.