Customer Services Manager

Job ID

496869

Veröffentlicht seit

25-Feb-2026

Organization

Siemens Energy

Tätigkeitsbereich

Customer Services

Unternehmen

SIEMENS ENERGY INDIA LIMITED

Erfahrungsniveau

Experienced Professional

Beschäftigungsart

Vollzeit

Arbeitsmodell

Arbeiten vor Ort

Vertragsart

Unbefristet

Standort(e)

Vadodara - Gujarat - Indien

Looking for challenging role? If you really want to make a difference - make it with us

Siemens Energy is focused on helping customers navigate the world’s most pressing energy problems.

As a world leader in developing and producing the most advanced engineering technologies, we improve lives and further human achievements worldwide, while also protecting the climate - all thanks to our employees.

With us, you can do something significant that benefits society and human progress

Your new role, challenging and future-oriented

The Head of STG Service Business is accountable for the complete Services P&L, including revenue growth, margin delivery, operational excellence, customer satisfaction, and compliance. The role leads the Country service portfolio across AMC, parts, modernization, digital services, and field operations, ensuring sustainable growth and superior customer outcomes.

Key Responsibilities

1. Strategic & Financial Leadership

• Own and deliver the Service P&L: OV, revenue, gross margin, EBIT, cash.

• Develop long-term service strategy and annual operating plans aligned with business objectives.

• Drive portfolio optimization covering AMC, modernization/retrofit, spare parts, digital and remote services.

• Ensure robust pricing governance and commercial discipline.

2. Commercial & Business Development

• Lead service go-to-market strategy across segments and channels.

• Strengthen AMC attach rate, renewal engine, and lifecycle value selling.

• Oversee solution implementation and risk reviews for major service contracts.

• Partner with New Equipment Sales to drive the Modernization business including pipeline quality, forecast accuracy, and win rates.

• Collaborate with SE Regions to drive service business on own and allocated fleet including Modernization.

• Collaborate with Product Competence Centers to develop and grow service business in respective fleets domestically

3. Service Operations Excellence

• Ensure establishment of Regional service centers as per plan. Ensure statutory compliance at all centers.

• Ensure high-quality field service delivery with strong SLA adherence and first-time fix performance.

• Oversee parts planning, logistics, inventory health, and vendor/contractor performance.

• Implement consistent operating standards, governance, and process rigor across regions.

4. Digital & Lifecycle Services Development

• Accelerate adoption of digital services, remote monitoring, and predictive maintenance solutions.

• Strengthen installed base visibility, connectivity levels, and analytics-driven service models.

• Establish dashboards and KPIs for lifecycle performance management.

5. Customer Experience, Quality & EHS

• Drive continuous improvement in NPS, customer effort scores, and issue resolution.

• Maintain a zero-harm culture with full compliance to EHS standards.

• Lead root-cause analysis and corrective actions for recurring quality issues.

6. People & Organizational Leadership

• Build and lead a high-performing service organization with clear competencies and succession pipelines.

• Promote a culture of accountability, safety, customer centricity, and operational excellence.

• Ensure structured training, certification, and career development frameworks.

7. Governance, Controls & Compliance

• Ensure robust contract management, risk control, revenue recognition, and audit compliance.

• Lead S&OP, forecasting, and performance governance with cross-functional teams.

• Align operations with legal, statutory, and corporate policies.

8. Cross Functional Collaboration

• Business line has a Lean Set up with dependence on all functions of STG for fulfilling competency requirements. Incumbent shall display strong Networking and collaboration capabilities.

Key Performance Indicators

Service OV, revenue growth (YoY) and profitability

• Gross margin and EBIT improvement

• NPS/CES, quality metrics, and EHS indicators

• Connected installed base and digital service adoption

We don’t need superheroes, just super minds:

• Bachelor’s degree in engineering (Electrical/Mechanical preferred).

• 12–18+ years of Experience in Rotating Machines. Should have exposure to Customers.

• Product knowledge is mandatory.

We have got quite a lot to offer. How about you?

This role is based in Pune. You will also get to visit other locations in India and beyond, so you will need to go where this journey takes you. In return, you will get the chance to work with teams impacting entire cities, countries and the shape of things to come.

We are 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. All employment decisions at Siemens are based on qualifications, merit and business need. Bring your curiosity and imagination, and help us shape tomorrow.

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