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ABB INC Technical Account Manager in Lakewood, Ohio

Technical Account 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. This is a position with global grade 12 This position reports to Service Manager Your role and responsibilities The TAM is a customer facing role that manages ABB Proactive Service contracts for their assigned accounts. The TAM leads the technology approach at sites and ensures contract deliverables are completed on-time and that the customer is provided with exceptional service by ABB The TAM actively sells ABB Services and Solutions and coordinates upsell opportunities and leads with the assigned installed base account managers and BDM's By leveraging familiarity with their accounts, knowledge of their industry and current developments within ABB, the TAM supports the customer in a proactive fashion by anticipating the customer's needs and helping the customer identify evolution strategies The TAM provides a single point of contact for resolving customer technical support cases for their assigned accounts. The TAM is responsive to customers and engages with colleagues, escalates issues when necessary, and drives technical support cases to satisfactory resolution The TAM works as a liaison between the customer and various ABB departments in delivery of support and to fulfill contract obligations. As such, the TAM must develop strong cross functional teams in support of the customer. The TAM coordinates resources within ABB and breaks down any barriers impeding progress The TAM works in tight collaboration with the Account Managers (sales) to provide timely offers responding to customer needs and to proactively identify contract growth opportunities leveraging the full breath of ABB service portfolio. The TAM manages Service Contracts deliverables, on time delivery and customers' requirements as well as financial KPI's, and keeps track of performance metrics and communicate progress to internal and customer stakeholders The TAM is responsible for 100% renewal of PAEN service contracts at their assigned accounts. The TAM is responsible for measuring, reporting and presenting the value of the services delivered to key customer stake holders which range from maintenance managers to plant managers Qualifications for the role Bachelor's degree in Engineering referred, however, equivalent experience will be considered 8 plus years, preferred, related experience with automation systems Prior experience supporting and promoting technical sales Prior experience with Automation Services, System Engineering, Customer Technical Support, Project management or Service Coordination experience Knowledge of automation system components, client/server architectures, (IT, OT, Digital, a plus) 30% travel for customer meetings Candidates must already have a work authorization that would permit them to work for ABB in the US Benefits Retirement plan Life insurance Disability insurance Healthcare plan Wellbeing program More about us ABB Energy Industries is enabling safe, smart and sustainable projects and operations for businesses across the oil, gas, chemicals, life sciences, power generation and water sectors. Driving integrated solutions that automate, digitalize and electrify industry we connect our people and technology to help our customers adapt and succeed. With over 50 years domain expertise, we continue to innovate and reshape traditional approaches across the energy sector with our technologies designed to improve operational efficiency, reduce risk, reduce en