Customer Support ManagerTake your next career step at ABB with a global team that is energizing the transformation of society and industry to achieve a more productive, sustainable future.At ABB, we have the clear goal of driving diversity and inclusion across all dimensions: gender, LGBTQ+, abilities, ethnicity and generations. Together, we are embarking on a journey where each and every one of us, individually and collectively, welcomes and celebrates individual differences.You will provide vital help to the PAPI P&P Service, Process Automation Process Industries (PAPI), to meet business needs efficiently and effectively, boosting customer satisfaction by performing all tasks to high quality standards, in line with relevant processes and guidelines.You will be responsible to lead a team of Customer Service Representatives (CSR) who provide internal and external customers support (example, technical, order assistance, payment related assistance). Oversee customer support process, definition, implementation and execution in order to achieve target levels of service quality, operational efficiency and customer satisfaction. Partners with PAEN (Process Automation Energy Industries), PAPI and PAMA (Process Automation Measurement and Analytics) businesses to enable achieving the objectives like cost efficiency, service quality, transparency and customer satisfaction. Ensures improved customer experience and first contact to cash transition rate and creates more business opportunities for ABB.This is a position with global grade13This position reports toUS Life Cycle Services Parts and RepairYour responsibilitiesCore Responsibilities: Leads the change management activities within the team under scope to ensure a seamless transition without business disruptionSpearheads process excellence and continuous improvement cultureActs as an escalation point for the businesses and the internal customers under scopePromotes professional ownership of services provided by CSR'sSets up ways to monitor the efficiency of CSR teams serving businesses, stimulating competitive spirit to achieve/go beyond the targetsParticipates in CSR related development projects (example, tools, competences, resources)Builds and leads a network of representatives within the businesses to continuously improve customer experience by defining, planning and implementing related activitiesOversees the usage and leads the adoption of Net Promoter Score (NPS) transactional surveys across the businessesPromotes and is responsible for the standardization of processes and tools within the CSR organizationMonitors and reports performance metrics and communicates and follows up on the Key Performance Indicators (KPIs)Develops, implements, and maintains CSR processesDefines key targets and ensures these are achieved for the customer supportEnsures the resolution of customer issues (example, order, technical, payment) by coordinating with Sales, Operations, Supply Chain Management, and other internal and/or external teams. Coordinates resolution with After Sales Service and/or Spare Parts teamsOversees price quotes to customersEnsures timely issue of invoices for revenue generationIdentifies and closely follows up on customer issues relating to creditRecommends appropriate solution for special customer requests and coordinates with related teams to ensure the complete handling of the request (example resourcing, quotes, price lists, invoice) is in placeEstablishes regular reports and statistics of the customer support process. Reviews and analyzes performance against standards and prepares improvement plansEnsures (with HR Manager support) that the area of responsibility is properly organized, staffed, skilled and directed. Coaches, motivates and develops direct and indirect subordinates within HR (Human Resource) policies. Drives and ensures know how sharing an