Listening is at the center of Farah’s daily work. “We need to support our customers and do it quickly. The best way is to understand their issues and to communicate effectively with the service engineers on the field.”
— Farah Wahidah Mazlan
Service Sales Engineer, Electrification Subang Jaya, Malaysia
“Listen, create a deep understanding of the company and of your customers. This is the key.”
Farah got into electrical engineering because she wanted a challenge. “Electrical engineering is one of the most difficult branches of engineering and it is super interesting, since the electrical business has a huge impact on communities and the environment,” says Farah.
The first time Farah began working at ABB, she started as a Tendering Engineer in 2015, using her technical knowledge to prepare bids and convince customers to go for the ABB solutions. Shortly thereafter, she moved into a Service Sales Engineer role, focusing on the utilities sector in our Electrification business area. After three years, Farah decided to take on a role at another company, “it was the time to explore opportunities in a different environment and go into a pure sales role”, she admits.
But she couldn’t stay away for long! While working elsewhere, she remained in touch with her ABB manager. In 2019, when she was offered the chance to rejoin ABB as the sole contact for the utilities industry in Malaysia, she jumped at it.
The new ABB adventure was full of exciting moments. She recalls how, after six months of negotiations and a very close management approach, she was able to successfully secure a multi-year service contract with one of Malaysia’s leading utilities, TNB. She notes this as one of the most rewarding accomplishments in her career.
As a Service Sales Engineer, she is able to combine her electrical engineering background with the adventure she craved. “Every day is different, it can be in the office or on the field, fixing issues or building new relationships”, she says. By focusing on the customer, she makes sure that good service attracts new customers and keeps current ABB clients happy.
“If you work in the service business, you need to be there for your client whenever needed,” she says. “You know that if their systems are not running properly it impacts safety, productivity, revenues and, ultimately, the relationship with ABB”.
When she talks about her current role, she underlines the power of listening. “Understand what the customer needs and what your service colleagues in the field tell you,” she says. “Be humble, keeping a continuous open communication with service engineers, asking for their help. At the same time remember to give back to people and be there when they need you. Customers trust that we understand their problem and will take action immediately.”
When asked why she’s motivated to go to work at ABB every day, she says “I do it for the challenge, of course, but also because I am surrounded by very supportive colleagues and ABB has great work conditions. Finally, I am happy to work in service, since it is one of the company’s strong revenue streams, contributing to a healthy business”.
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