Country Service Manager - M&M Service

About the role

ABB is looking for a Country Service Manager for its Business Line M&M Service organization in Almaty, Kazakhstan. The role reports to the Local Business Line Manager and covers service operations, performance and delivery, with responsibility for key financial targets, customer satisfaction and operational excellence. It works closely with Sales, Engineering, Supply Chain Management and Project Management teams, and follows a hybrid work model.

Key responsibilities

• Implement the Business Line M&M Service strategy locally and support sustainable service business growth in line with global objectives
• Manage, coordinate and supervise Service teams and disciplines, allocating workload efficiently and keeping customers satisfied
• Manage financial and operational performance, delivering Revenue, EBIT, OCF and NWC targets while keeping Service cost centres balanced
• Support Service Sales by working with the Sales team to meet order revenue targets, expand customer reach and develop service opportunities
• Oversee service delivery and quality standards, and handle claims, complaints and enquiries while managing costs and retaining customers
• Contribute to improving and developing service products and offerings, and to global service development
• Collaborate with Sales, Engineering, Supply Chain Management, Project Management and other Service Business Lines to deliver integrated customer solutions
• Promote a positive health, safety and integrity culture with the local HSE manager, and lead and develop Service teams with appropriate staffing and skills

Required profile

• 10+ years of experience in automation or electrical industries, in sales, service operations, maintenance or engineering services
• Deep knowledge of Kazakhstan's industrial markets, business environment and customer landscape
• Experience leading field service or Operations & Maintenance teams with full P&L accountability (Revenue, EBIT, OCF)
• Degree in Engineering (Electrical, Mechanical, Automation or related field)
• Comfortable in English and Russian; Kazakh is an asset

Required skills

• ERP, CRM and Field Service systems (SAP)
• Budgeting, forecasting and cost center management
• Knowledge of industrial electrical or automation systems, service contracts and customer relationship management
• Health, safety and environment (HSE) requirements and compliance