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