Product Enablement & Support Manager

Opis stanowiska

This role owns the full arc of post-definition product success: equipping local division teams to thrive, enabling customers to adopt and extract value, sustaining quality through expert support, and feeding field intelligence back into the portfolio. Reporting to the Head of Product Engineering Enablement and operating as a senior leader within the A&E organization, the position is accountable for a global team of professionals, follow-the-sun operations, and commercial impact tied to approximately $500M in annual order intake.

The role operates at the intersection of Product Management, Product Marketing, Technical Product Management, Product Training, Engineering, Sales, and Customer Support acting as the connective element that transforms strategy into market results and customer feedback into portfolio improvement.

Global Opportunity – Open to Candidates Worldwide*

While this job posting may display only a limited number of locations, we welcome applications from qualified candidates globally. If you believe your skills and experience match this role, we encourage you to apply regardless of your current location.

This position does not require relocation. The successful candidate will be employed and hosted through their current ABB location or the nearest suitable ABB office

Main responsibilities

• Manage and develop the global Product Enablement & Support organization across product sales support, enablement, knowledge management, AI-assisted engagement, and Level 3 product support.

• Define the operating model, performance standards, and regional coverage to deliver effective, scalable global services.

• Strengthen technical sales readiness through strategic opportunity support, proof-of-concepts, product launches, and customer and partner enablement.

• Improve customer adoption and satisfaction through effective escalation management, root cause analysis, support readiness, and structured product feedback.

• Develop the knowledge strategy, expanding self-service, knowledge reuse, and AI-assisted inquiry management to improve service quality and efficiency.

• Collaborate with Product Management, Product Marketing, Technical Product Management, Product Training, Engineering, and Sales to align priorities and translate field insights into improvements.

• Establish and monitor performance measures covering enablement effectiveness, adoption, product quality, knowledge utilization, and customer satisfaction
• Own workforce planning, budget management, employee development, and continuous improvement, including follow-the-sun operations.

Qualifications

• At least 15 years of experience in industrial automation, industrial software, SCADA, process control, digital solutions, energy industries, or a related technology environment.

• At least seven years of leadership experience in product enablement, product support, technical sales, product management, product marketing, customer success, or related discipline.

• Demonstrated ability to lead global customer-facing technical organizations and cross-functional teams in a matrix environment.

• Deep understanding of product lifecycle management, commercialization, customer adoption, technical support operations, and knowledge management.

• Experience implementing digital enablement platforms, AI-assisted support, knowledge management processes, or operational transformation initiatives.

• Demonstrated ability to balance commercial growth, customer outcomes, product quality, operational performance, and people development.

• Skilled in communication, stakeholder engagement, and cross-functional collaboration, with an emphasis on continuous improvement.

• Fluent English, broad cultural awareness, and demonstrated ability to lead across regions and cultures.