Head of Global Customer Care - Relay protection and Substation automation

We do this from the macro to the micro level, from physical products, components, and systems to connected, cloud-based digital offerings and services. Siemens offers a broad portfolio of grid control and automation; low- and medium-voltage power distribution, switching and control; and building automation, fire safety and security, HVAC control and energy solutions.\n\nJOIN US! WE MAKE REAL WHAT MATTERS.

THIS IS YOUR ROLE\n\nWhat will your responsibilities be?\n\nYou lead a team that provides Hotline support for Protection and Automation products and applications\nYou and your team is responsible for providing support to customers and internal Siemens functions in different countries\nYou coordinate the activities of the team for after sales support to customers, as well as field service team to ensure prompt resolution of customer\nYou drive excellence in providing service to customers by establishing clear objective and timely monitoring of incident resolution\nYou are responsible for contributing to QM&GCC strategy of continuously improving customer care process and ensure implementation agreed roadmap actions\nYou support conceptualizing and ensuring use of Artificial Intelligence (AI) to develop customer self service as well as for internal process improvements\nYou support your team to develop skill set for IoT products related to PA\nTogether with your team, you critically analyze the incidents and when required coordinate with R&D, PLM functions for resolution\nYou support in developing skills and knowledge of your team in order to improve service quality to customers\nYou will qualify and will be nominated as a trainer for Power Academy\nYou will be part of Global Customer Care for PA leadership team\n\nKPIs will be\nTicket Response time\nTicket Resolution time\nCustomer Satisfaction Index\nYoY ticket reduction\nYou will drive a high performance team and culture\n\nWhat requirements are we looking for?\nBachelor's degree or higher in Electrical Engineering\n15+ years of experience of working with Protection and Automation Products and their applications including field service support\nExperience of working in the area of substation automation will be beneficial\nYou have experience of leading a team with high performance culture\nYou possess good communication (speaking and writing) skill in English\nYou are proficient in communicating with Customers across different hierarchies\n\nWE DON'T NEED SUPERHEROES, JUST SUPER MINDS!\n\nWE’VE GOT QUITE A LOT TO OFFER. HOW ABOUT YOU?\n\nWe’re Siemens. A collection of over 379,000 minds building the future, one day at a time in over 200 countries.

We're dedicated to equality and we welcome applications that reflect the diversity of the communities we work in across Gender, LGBTQ+, Abilities & Ethnicity. All employment decisions at Siemens are based on qualifications, merit and business need. Bring your curiosity and imagination, and help us shape tomorrow.\n\nFind out more about Smart Infrastructure at: https://new.siemens.com/global/en/company/topic-areas/smart-infrastructure.html and about Siemens careers at: www.siemens.com/careers