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At ABB, we help industries run leaner and cleaner—and every person here makes that happen. You’ll be empowered to lead, supported to grow, and proud of the impact we create together. Join us and help run what runs the world. This position reports to: Service Business Process Manager
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Your role and responsibilities
Salesforce Implementation Leadership: Lead the design, configuration, and deployment of Salesforce modules (Service Cloud, Case Management, Field Service Lightning, Opportunity Management, Service Contracts) aligned with ABB's global service strategy.
Process Design & Optimization: Understand current processes, define and document standardized service processes, standard operating procedures, and workflows to ensure operational efficiency and best practices across service operations.
Stakeholder Engagement & Cross-functional Collaboration: Collaborate with business leaders, IT teams, regional service managers, end-users,
and global teams to gather requirements, ensure consistency, harmonization of service processes, and successful adoption across the organization.
Change Management, Documentation & Training: Develop and execute comprehensive change management plans, create and maintain process documentation, training materials, and knowledge bases; provide communication strategies and user support for effective implementation.
Quality Assurance & Continuous Improvement: Establish KPIs, monitor system performance, drive continuous improvements to enhance service delivery and customer satisfaction while ensuring compliance and operational excellence.
Our team dynamics
You will join a dynamic, talented and high performing team, where you will be able to thrive.
Qualifications for the role
Experience & Project Management: 5+ years in business process management, service operations, IT project implementation, or Salesforce impl
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