Installed Base Manager

About the role

ABB is looking for an Installed Base (IB) Manager in Richmond, Virginia, reporting to the Service Business Process Manager. The role leads, together with the BPOs, the strategic implementation and optimization of ServIS within ABB's Service operations, driving service transformation and process excellence across the global service organization. The work model is hybrid, starting onsite and then moving to a hybrid schedule.

Key responsibilities

• Define the IB management strategy, governance framework and roles, drive global transformation and implement formalized IB processes locally, ensuring Global guidelines for serialization and labeling
• Lead IB processes and tools, support factory ERP-to-ServIS integration, automate manual processes and set up data upload monitoring while keeping manual data entry options
• Define product data requirements, ensure regular flow of new production data to ServIS, migrate legacy product information and align the IB database with ABB Master Data
• Monitor and clean IB data quality, develop and track KPIs and use Super User support for quality improvements
• Coordinate with global Service P&T, country/BU/factory IB managers and LBU IB coordinators, lead cross-functional forums and support the site assignment process and site access

Required profile

• Masters degree in a technical field
• Minimum 5 years of experience in business process management, service operations, IT project implementation or ServIS implementation
• Proven hands-on experience with ServIS (more than 5 years)
• Ability to manage complex, multi-stakeholder projects with attention to timelines and budgets
• Excellent communication skills in English
• Work authorization to work for ABB in the US

Required skills

• Highly skilled in Installed Base management
• Knowledge of SAP and Salesforce (required)
• Project management certification is a plus
• Understanding of Gate Model, Six Sigma, Lean or similar process frameworks

What we offer

• Salary expected between $83,300 and $133,280 annually, depending on qualifications and experience
• Hybrid work arrangement
• Medical plans (PPO or high-deductible with HSA), dental, vision, life insurance and supplemental benefits
• 401k savings plan with company contributions, ESAP, paid parental leave and employee assistance program