James Crowl

Service Manager, Energy Industries, Americas Region ABB Inc.

Jim Crowl has worked in the Field Service industry for 28 years in various leadership roles, and is currently responsible for the Service business in the Americas HUB for the newly formed Engergy Industries business line in ABB.

Until recently, Jim was the US Country Service Manager for ABB, responsible for execution of the Next Level Strategy, including the transformation to digital offerings,  and the growth of service across four divisions for Utilities, Industrials, and Transportation industries.  He joined ABB in 1999 through the acquisition of Elsag Bailey.

In prior roles, Jim has held responsibility for multiple functions in the Process Automation division including field service, the aftermarket Parts & Repair business, Training, Technical Support, Customer Service, scheduling, Advanced Digital Services, and System Upgrades.  

Jim has been instrumental in improving the customer experience through the development of front-end customer service processes in call center operations and technical support services.  He has helped to improve operations and grow the LCS Service business across multiple industries.   In the logistics and Spare Parts business he has made many changes to improve profitability, including the outsourcing of warehouse operations for pick, pack, and ship, the implementation of inventory optimization tools, and implementation of many front-end changes to improve sales, including enhancing ecommerce web services, direct marketing, and the introduction of new parts and repair products.  

In addition to his Service responsibilities, Jim has held the role of Director of Customer Experience for the Process Automation Division across North America.  In this role, Jim was responsible for driving the Customer Experience focus throughout the organization, and ensuring that PA NAM actively acquired, retained and grew profitable customer relationships. This included implementing and managing customer relationship process improvement initiatives, serving as a customer advocate and effectively translating the customer experience strategy into actions to increased customer satisfaction and loyalty.

Jim earned his Bachelor of Science degree from the University of Akron and his Master of Business Administration degree from John Carroll University.