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Head of Customer Care for Protection and Automation

ID de Puesto
493877
Publicado desde
03-Feb-2026
Organización
Smart Infrastructure
Ámbito de trabajo
Customer Services
Empresa
Siemens Limited
Nivel de experiencia
Profesional Experimentado
Tipo de jornada
Jornada completa
Modalidad de trabajo
Oficina/Solo presencial
Tipo de contrato
Indefinido
Cualquier ubicación de Siemens en
  • Maharashtra - India

Head of Customer Care for Protection and Automation  

 

What will your responsibilities be? 

You lead a team that provides Hotline support for Protection and Automation products and applications  

You and your team is responsible for providing support to customers and internal Siemens functions in different countries 

You coordinate the activities of the team for after sales support to customers, as well as field service team to ensure prompt resolution of customer   

You drive excellence in providing service to customers by establishing clear objective and timely monitoring of incident resolution  

You are responsible for contributing to QM&GCC strategy of continuously improving customer care process and ensure implementation agreed roadmap actions  

You support conceptualizing and ensuring use of Artificial Intelligence (AI) to develop customer self service as well as for internal process improvements  

You support your team to develop skill set for IoT products related to PA 

Together with your team, you critically analyze the incidents and when required coordinate with R&D, PLM functions for resolution  

You support in developing skills and knowledge of your team in order to improve service quality to customers  

You will qualify and will be nominated as a trainer for Power Academy  

You will be part of Global Customer Care for PA leadership team 

KPIs will be  

Ticket Response time 

Ticket Resolution time  

Customer Satisfaction Index 

YoY ticket reduction  

You will drive a high performance team and culture  

 

What requirements are we looking for? 

Bachelor's degree or higher in Electrical Engineering 

Many years of experience of working with Protection and Automation Products and their applications including field service support 

Experience of working in the area of substation automation will be beneficial 

You have experience of leading a team with high performance culture  

You possess good communication (speaking and writing) skill in English  

You are proficient in communicating with Customers across different hierarchies