Customer Services Support Operator – Smart Buildings - Remote (Southern California)

Who designs your future? You do.Are you looking for a career where you can showcase your technical aptitude and passion for problem solving to ensure your customers can work in a comfortable, safe, and energy-efficient environment? Then look to Siemens!Join our team!  Recognized by Fortune as World’s Most Admired Companies 2021Our Culture:  At Siemens, we live and foster an ownership culture, in which every employee takes personal responsibility for our company's success. We trust and empower our leaders to act as owners, direct their teams, and innovate to succeed. We communicate openly and honestly to learn from our failures and celebrate our successes. We recognize individual and team achievements frequently. We invest in our team members, offering a wide variety of internal and external development opportunities.What you will do for Siemens Smart Infrastructure:This position is assigned a portfolio of service agreements for the purpose of monitoring and ensuring quality of delivery, financial performance, and customer satisfaction. Serves as a Trusted Advisor to the customer and recommends services and solutions to help them achieve better business results and expand our portfolio of offerings.Responsibilities:Overall service delivery account management responsibilitiesServes as the customer’s trusted, reliable service delivery point of contact.

Monitors delivery of services, from set-up through renewal and expansion. Identifies any concerns and reports them to proper Client Service Manager.

Fulfills service contract obligations.

Ensures customer expectations are met, and issues are resolved in a timely, effective manner.

Escalates customer issues to assigned Operations Manager and / or Supervisor as necessary.

Achieves service contract financial, customer satisfaction, pull through and retention goals.

Supports the execution of digitalization and standard service operations strategies.

Develops strong working relationships with internal and external customers, identify needs and resolve issues

Works with multiple internal customer success team members to ensure coordinated delivery. This includes Service Sales, iBase Administrator, Client Service Manager, Service Coordinators, Renewal Coordinator, Onsite Specialists and AM Digital Service Center.

Tactical onboarding and delivery responsibilitiesEnsures service agreement is onboarded in a timely manner (e.g., sales to ops turnover; iBase creation; maintenance plan creation; service portal activation).

Works closely with Client Service Administrator – Maintenance Planner to complete the maintenance plan; finalizes the plan with customer.

Participates in the development of a master schedule to deliver services, using both the Branch and AM Digital Service Center.

Ensures full scope of services are delivered on-time at a high-quality level.

Documents value of services to customers and makes recommendations; specifically analyzes, formalizes and draws conclusions of service reports for customers.

If the Field Quote Center is not in place for a particular branch, reviews service work orders / inspections report for deficiencies and generates proposals.

If the Field Quote Center is in place, reviews FQC proposals, presents to customer and manages execution.

Leads Quality Assurance activities.

Utilizes Service Portal to review services provided and offerings.

Ongoing customer engagement responsibilitiesIn conjunction with Sales, develops overall account strategies to achieve the customer’s business goals, leveraging Proven Outcomes with digitalization as well as the entire service offerings & product portfolio across all disciplines.

Develops relationships within the customer’s organization and exhibits strong customer service skills.

Identifies customer needs and makes prioritized recommendations for service agreement maintenance deficiencies, adds, upgrades, and escalations.

Renews assigned service agreements on time and with minimal 3% escalation.

Perform other duties as assigned.

Position is remote, but does require 30% travel to local office.

Qualifications:This position requires employees to be fully vaccinated against COVID-19 unless they are granted a medical or religious exemption.

High school diploma or state-recognized GED; Associate degree in electronics or related field preferred

Knowledgeable in business processes, standard practices, tools, and financial systems within Branch Service operations.

Overall understanding of building management systems and products in automation, fire detection and security applications as applicable are preferred.

Technical school or Associates degree (2 year) preferred, although a combination of education (High School or GED required) and experience will also be considered.

If you do not have a degree as noted above, you must have a minimum of 2 years of experience of industry knowledge and experience with one or all of the following: Fire & Sprinkler, and Security systems.

Understand development of maintenance planning.

SAP experience preferred.

Good verbal and written communications skills. Skilled in the PC applications and in the use of word processing and spreadsheet programs.

Ability to use Siemens technology and devices.

Proven track record of achieving or exceeding company goals for assigned position.

Qualified applicants must be legally authorized for employment in the United States

Benefits:Competitive salary based on qualifications

Health, dental, and vision plans with options

Matching 401(k)

Competitive paid time off plan, holidays, and floating holidays

Paid parental leave

Company cell phone and laptop

Extensive product training and professional career development

Education and tuition reimbursement programs available

Overtime, on-call pay, and company uniform and vehicle for eligible positions

Organization: Smart InfrastructureCompany: Siemens Industry, Inc.Experience Level: Early ProfessionalJob Type: Full-timeEqual Employment Opportunity StatementSiemens 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.EEO is the LawApplicants and employees are protected under Federal law from discrimination. To learn more, Click here (https://www.dol.gov/ofccp/regs/compliance/posters/ofccpost.htm) .Pay Transparency Non-Discrimination ProvisionSiemens follows Executive Order 11246, including the Pay Transparency Nondiscrimination Provision. To learn more, Click here (https://www.dol.gov/sites/dolgov/files/OFCCP/pdf/pay-transp%20EnglishformattedESQA508c.pdf) .California Privacy NoticeCalifornia residents have the right to receive additional notices about their personal information. To learn more, click here (https://new.siemens.com/us/en/general/legal/us-internet-privacy-notice-state-rights.html) .