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Customer Service Team Lead

2 months ago

Mt Prospect, United States Siemens Industry Software GmbH Full time
Job Summary

We are seeking a highly skilled and experienced Service Operations Manager to join our team at Siemens Industry Software GmbH. As a key member of our organization, you will be responsible for supervising a team of Service Coordinators and ensuring the effective coordination and scheduling of onsite and remote service activities.

Key Responsibilities
  • Supervise and train Service Coordinators to ensure they have the necessary skills and knowledge to perform their duties effectively.
  • Coordinate and schedule onsite and remote service activities to ensure customer expectations and commitments are met.
  • Provide support and information to customers, prioritizing and coordinating activities and resources across branches, the Zone Operations Center, and the Digital Service Center.
  • Act as a point of escalation for customers with concerns over scheduling and dispatching.
  • Work with branch Operations Management to ensure coordination and alignment of Service Coordinator teams.
  • Oversee decisions regarding the scheduling and movement of resources and material.
  • Ensure all service requests and dispatches are well documented, coordinated, prioritized, and organized.
  • Utilize the SAP service platform to review, process, and distribute all service documentation.
  • Assist in project profitability through cost containment procedures and processes.
  • Maintain timely setup and completeness of related job folders as assigned.
  • Ensure accurate Debit Note Request (DNR) creation for all service orders.
  • Financial responsibility: Achieve Planned Service Budget, including driving to monthly forecasted Revenue, Gross Margin, and Gross Margin %.
Requirements
  • Technical school or Associates degree (2 year) preferred, although a combination of education (High School or GED required) and experience will also be considered.
  • 2+ years supervisory experience in customer service, field coordination, administration, or operations.
  • Proficient in Microsoft Office and business software systems (i.e. SAP).
  • Familiarity or experience with Automation / Fire / Security systems preferred.
  • SAP experience highly preferred.
  • Strong accuracy and quality of data needed.
  • Excellent verbal and written communication skills, computer skills, financial skills, and effective project management skills.
  • Strong problem-solving ability.
  • Ability to read and understand customer service contracts.
About Siemens Industry Software GmbH

Siemens Industry Software GmbH is an Equal Opportunity and Affirmative Action Employer encouraging diversity in the workplace. All qualified applicants will receive consideration for employment without regard to their race, color, creed, religion, national origin, citizenship status, ancestry, sex, age, physical or mental disability unrelated to ability, marital status, family responsibilities, pregnancy, genetic information, sexual orientation, gender expression, gender identity, transgender, sex stereotyping, order of protection status, protected veteran or military status, or an unfavorable discharge from military service, and other categories protected by federal, state, or local law.