Service Project Manager

ABB E-mobility Is looking for a Service Project Manager to join our dynamic team and take the lead on service campaigns, support ticket resolution, and cross-functional coordination. You’ll own end-to-end management of the service work order backlog, ensuring visibility and prioritization

This role is Remote or Hybrid based in Charlotte, NC

In this role, your main accountabilities will be:

• Act as the bridge between Service Coordination Team, Service Partner Coordination Team, COC, Service Operations Leadership Team for On-Site Field Service Delivery
• Own end-to-end management of the service work order backlog, ensuring visibility and prioritization
• Optimize resource allocation by geography and skillset that includes ABB FSEs and Service Partner Technicans.
• Track backlog, SLA Adherence, and Service KPIs (On-Time Arrival, First Time Fix Rate, Mean Times To Repair.
• Service Partner Performance Management
• Monitor SLA, FTFR, and closure performance
• Drive accountability via scorecards and Performance Improvement Plans
• Develop Dashboards, Reports and Presentations for Service Partner Performance
• SLA & Customer Commitment Delivery
  • Ensure compliance with contractual SLAs
  • Identify and mitigate risks to SLA performance
  • Communicate delays and recovery plans

To make the above work, we need an experienced Service Professional with:

• Bachelor’s degree in business, finance, engineering, or a related field and 4+ years’ experience in service operations, technical project management, or a similar role. In Lieu of a bachelor’s degree, we will consider 8+ years of related work experience
• Strong organizational and communication skills—able to manage multiple moving parts with ease
• Familiarity with ticketing systems (e.g., Salesforce, Field Service Lightning) and project management tools (e.g., Asana, Jira, Smartsheet)
• Understanding of EV charging infrastructure, hardware/software ecosystems, or related industries
• Analytical mindset with a knack for problem-solving and continuous improvement
• Experience working cross-functionally in a fast-paced, tech-forward environment