EL Customer Operations Manager - Post - sales

Join ABB and Help Run What Runs the World

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: EL Commercial Operations Manager

What We Believe In

At ABB, we are dedicated to addressing global challenges. Our core values: care, courage, curiosity, and collaboration - combined with a focus on diversity, inclusion, and equal opportunities - are key drivers in our aim to empower everyone to create sustainable solutions. That's our story. Make it your story.

Your Role and Responsibilities

In this role, you will have the opportunity to be responsible for the accurate end-to-end resolution of post-sale customer requests, warranty products, customer complaints, disputes in a timely manner to ensure customer satisfaction. Each day, you will manage, develop, and coach the related Customer Operations team and the post-sales Specialists, consistently. You will also showcase your attention to detail by tracking any disputes that arise and coordinating promptly with the necessary functions to ensure faster resolution.

The work model for the role is: #Li-Onsite

This role is contributing to the Smart Power Commercial Operations in Bangalore.

You Will Be Mainly Accountable For:

• Oversee and manage the resolution of post-sale customer requests, complaints, and disputes in coordination with Sales, Operations, and cross-functional teams, ensuring timely and effective closure.
• Track and analyze customer disputes, working with relevant stakeholders to expedite resolution and identify recurring issues for continuous improvement.
• Provide appropriate solutions for customer claims, ensuring proper handling of containment actions, returns, credits, and debits in alignment with company processes.
• Manage documentation and ensure accurate recording, tracking, and closure of all requests, claims, and disputes within defined timelines and systems.
• Guide and grow service operations through oversight of authorized service partners, ensuring adherence to ABB policies, safety standards, and code of conduct, while enhancing team capability, integrity, and ongoing improvement in HSE and operational excellence.

Qualifications for the Role:

• BE / B.Tech / Diploma in Electrical Engineering with 12–15 years of demonstrated experience in post-sales service operations within the Low Voltage Switchgear industry.
• Extensive experience in handling customer complaints and delivering effective resolution strategies to ensure high customer satisfaction.
• Demonstrated skills in the selection and application of Low Voltage (LV) components across various customer requirements.
• Demonstrated experience overseeing complete post-sales service operations, ensuring services are delivered on time and meet quality standards.
• Ability to define and implement service strategies for effective end-to-end (E2E) issue resolution and process improvement.
• Experience in managing and developing partner service networks, including onboarding, performance monitoring, and capability enhancement.
• Effective communication and stakeholder management skills, with the ability to coordinate effectively across cross-functional teams.
• Clear focus on operational excellence, continuous improvement, and adherence to organizational processes and quality standards.

More About Us

ABB Smart Power provides energy distribution solutions for data centers, industrial and manufacturing plants, critical infrastructure and commercial buildings. The Division's technical teams work closely with industry partners, delivering advanced solutions that support rapid growth, energy transition, and sustainability objectives. The Division's portfolio includes industrial circuit breakers, low-voltage systems, motor starting applications, and safety devices like switches and relays. Its Power Protection unit supports the world's largest data center companies with advanced energy-efficient UPS solutions. The Division's ABB Ability™ Energy Manager provides a scalable, easy-to-use platform that helps organizations save energy and reduce CO2 emissions.

Building a cleaner, smarter future takes all kinds of minds: the curious, the courageous, and the creative. We welcome people from all backgrounds and experiences.