This position reports to:Service Manager
Job SummaryThe Operations Leader supports the Senior Field Service Manager in leading day-to-day operations, performance, and development of the regional field service team. This role helps ensure safe, efficient, and high-quality service delivery across customer sites while maintaining strong operational discipline and customer satisfaction. The Field Service Operations Leader provides hands-on leadership in technician support, scheduling, performance monitoring, issue escalation, and continuous improvement initiatives. This position plays a key role in driving service excellence, workforce readiness, and operational consistency.
This role will support Field Services (and manage the related Field Techs) in the following Central area states: MN, WI, IN, and IL.
Key ResponsibilitiesOperational Leadership & Team Support- Manage the daily activities and performance of field service technicians.
- Support workforce planning, scheduling, and resource allocation to ensure timely and effective service delivery.
- Provide on-the-ground guidance, coaching, and technical support to field personnel as needed.
- Monitor technician performance, productivity, and adherence to service standards and KPIs.
- Participate in hiring, onboarding, and ongoing development of field service staff.
Service Delivery & Customer Support- Ensure high-quality service execution aligned with ABB ELSE standards, safety requirements, and customer expectations.
- Support resolution of escalated service issues, coordinating with technical experts and management when necessary.
- Maintain strong customer relationships through clear communication, responsiveness, and problem-solving.
- Assist in reviewing service reports, documentation, and compliance records for accuracy and completeness.
Safety, Quality & Compliance- Reinforce ABB safety culture and ensure all field activities comply with safety policies, procedures, and regulatory requirements.
- Conduct field audits, job observations, and safety checks to promote continuous improvement.
- Support quality assurance initiatives and corrective actions to improve service reliability and reduce repeat issues.
Operational Excellence & Continuous Improvement- Assist in analyzing service data, identifying trends, and recommending improvements to processes, tools, and workflows.
- Support implementation of new programs, technologies, and operational initiatives. Help manage inventory, tools, and equipment readiness for field teams.
- Contribute to budget planning, cost control, and operational efficiency efforts.
Qualifications- Bachelors Degree and 5+ years of experience in field service, technical service operations, maintenance, or a related industrial/technical environment OR a special combination of education and experience.
- Demonstrated experience in team leadership, coordination, or supervisory responsibilities.
- Strong understanding of field service operations, safety practices, and customer service principles.
- Excellent communication, organizational, and problem-solving skills.
- Ability to travel within the Central Area Territory as needed.
- Experience in industrial equipment, electrical systems, automation, or energy solutions.
- Familiarity with ABB products, service processes, or enterprise systems.
- Proven ability to coach and develop field personnel.
- Strong analytical skills with the ability to interpret service data and performance metrics.
What's in it for you?We empower you to take initiative, challenge ideas, and lead with confidence. You'll grow through meaningful work, continuous learning, and support that's tailored to your goals. Every idea you share and every action you take contributes to something bigger.
ABB Benefit Summary for eligible US employeesGo to myBenefitsABB.com and click on "Candidate/Guest" to learn more
Health, Life & Disability- Choice between two medical plan options: A PPO plan called the Copay Plan OR a High Deductible Health Plan (with a Health Savings Account) called the High Deductible Plan.
- Choice between two dental plan options: Core and Core Plus
- Vision benefit
- Company paid life insurance (2X base pay)
- Company paid AD&D (1X base pay)
- Voluntary life and AD&D - 100% employee paid up to maximums
- Short Term Disability - up to 26 weeks - Company paid
- Long Term Disability - 60% of pay - Company paid. Ability to "buy-up" to 66 2/3% of pay.
- Supplemental benefits - 100% employee paid (Accident insurance, hospital indemnity, critical illness, pet insurance
- Parental Leave - up to 6 weeks
- Employee Assistance Program
- Health Advocate support resources for mental/behavioral health, general health navigation and virtual health, and infertility/adoption
- Employee discount program
Retirement- 401k Savings Plan with Company Contributions
- Employee Stock Acquisition Plan (ESAP)
