Head of European Coc

vor 2 Wochen

Zurich, Schweiz ABB Vollzeit

**Head of European COC (M/F/d)**:
**Take your next career step at ABB E-mobility with a global team that is helping our customers electrify mobility by delivering a seamless, flexible, efficient charging infrastructure. ABB E-mobility is a world leader in EV charging technology with a strong R&D pipeline and an unparalleled global reach. With our robust product portfolio of innovative holistic solutions - from grid to charge point and domestic installations to large fleet depots - we are actively enabling the future of e-mobility, not just predicting it. The exciting developments within this sector perfectly align with our Mission to Zero initiative, aiming to support cleaner and greener communities for all.**:
ABB E-mobility seeks a European Head of Collaborative Operations Center (COC) who will manage a team which will ensure the operation of all ABB E-mobility charger across Europe. The European COC will have three different teams, focused on Customer support, Charger Operations and Technical support. The Customer support team will be responsible for the customer contact and case management, incl. workorder creation for the field team, the Charger Ops team will manage all remote activities incl. SW updates, Charger configurations, troubleshooting and support of the field team and the Technical support team will work on individual technical issues in the field. The main focus of the European COC will be the success of ABB E-mobilities customers across Europe.

**This position reports to**:
Head of Charger Operations and COC

**Your responsibilities**:

- Lead a strong team to ensure the customer success of ABB-E-mobilities European chargers.
- Manage the European COC to meet the quality goals.
- Build executive level relationship across all global ABB E-mobility key accounts.
- Improve the structure and process to resolve most cases remotely and within the agreed SLA’s.
- Build the structure to update the field with Software improvements effectively.
- Establish a team to monitor and improve field quality to improve charging success.
- Collaborate with the global Software Deployment team to align on software releases.
- Collaborate with the Customer Acceptance team to coordinate field updates.

**Your background**:

- Bachelor’s degree and 5 years of work experience in direct interaction with senior customer management or Associate degree and 7 years of work experience.
- Travel up to 30% of the time in Europe and sporadically North America.
- Partnership with a customer involving 1 to 3 year planning horizon.
- Utilize relationship-based customer engagement techniques to demonstrate ROI (Return on Investment) of the collaboration efforts.
- Product knowledge in EV infrastructure and related systems and services is highly preferred.
- Exceptional verbal and written communication skills and strong critical thinking and analytical skills.
- Must have strong time management skills as well as be an effective multi-tasker.
- Exceptional leadership and management skills with a self-starter approach.
- Proficiency in MS Office.
- Ability to travel internationally.
- Passport / Global Entry Required.

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