Service and Product Support Specialist 

Here at Siemens, we take pride in enabling sustainable progress through technology. We do this through empowering customers by combining the real and digital worlds. We do this through empowering customers by combining the real and digital worlds, thereby improving how we live, work, and move today and for the next generation! We know that the only way a business thrives is if our people are thriving. That’s why we always put our people first. Our global, diverse team would be happy to support you and challenge you to grow in new ways. Who knows where our shared journey will take you?

Transform the everyday with us!

The Service and Product Support Specialist is a key customer‑facing position that blends traditional support responsibilities with modern digital enablement. You will serve as a central point of contact for requests related to pricing, availability, repairs, warranties, and service portfolio offerings. This position requires strong collaboration with sales teams, repair centers, and internal partners to ensure a seamless customer experience.

In this hybrid work role, you’ll apply both your technical aptitude and customer service expertise to investigate and resolve complex issues. You will engage customers across multiple channels—including phone, chat, and email—while leveraging digital platforms, data insights, and AI‑enhanced tools to improve speed, accuracy, and overall service quality. As the organization continues its digital transformation, you’ll play an active role in shaping and supporting smarter, more efficient workflows powered by automation and emerging technologies.

We are looking for a Service and Support Product Support Specialist. This position is hybrid and will be based in Lebanon, OH.

You’ll make an impact by:

Cognitive Flexibility – This role requires supporting a diverse set of customers across quoting, order processing, order management, warranties, and related service functions. You will need to stay positive, adaptable, and agile as you navigate evolving workflows, digital platforms, and AI‑enabled tools used to support customer requests and department needs.

Customer Focus – Ability to build and maintain strong internal and external customer relationships while consistently delivering customer‑centric solutions. You anticipate needs, respond with empathy, and leverage available tools to create a seamless experience.

Problem Solving – Applies critical‑thinking skills and resourcefulness to identify solutions for both internal and external customer needs. You use data, system insights, and modern support technologies to drive efficient and accurate problem resolution.

Growth Mindset – Learning and development are foundational in this role. You actively seek to expand your knowledge, adopt new technologies, and apply modern learning strategies to enhance your skill set and support the growth of the colleagues you collaborate with. Openness to continual digital and AI‑driven improvements is key.

Communication – Strong communication skills are essential for working with customers, colleagues, and leadership. Clear, timely, and professional communication helps you understand customer demands, set expectations, and identify appropriate solutions across phone, chat, and email channels—often supported by digital and AI‑based assistance tools.

• Deliver high‑quality customer support across quoting, order entry, and issue resolution, using digital tools and data‑driven insights to ensure accuracy and speed.
• Process and submit customer invoices through various customer‑specific billing portals, ensuring accuracy, completeness, and compliance with customer requirements and timelines.
• Manage customer master data and tax exemption records, ensuring customer information is accurate and current while collecting, reviewing, and processing valid tax exemption certificates in accordance with company and regulatory requirements.
• Diagnose customer challenges quickly and route them to the right internal experts using streamlined, tech‑enabled workflows.
• Resolve customer disputes with professionalism and efficiency, leveraging system data, historical records, and collaborative platforms to drive fast outcomes.
• Partner with cross‑functional teams to analyze and troubleshoot complex issues, using both traditional support methods and modern digital tooling.
• Leverage the full stack of available systems—including AI‑enhanced productivity tools, intelligent search, and automated assistants—to deliver accurate, complete, and timely information.
• Maintain exceptional service standards by consistently applying best practices in digital communication, documentation, and workflow management.
• Contribute to workshops, pilots, and strategic projects with a focus on AI‑driven process optimization, automation opportunities, and continuous digital improvement across the service lifecycle.

Basic Qualifications:

• At least 5 years of professional work experience in a sales/customer support role.
• Proficient in Microsoft Office tools; familiarity with or willingness to learn AI‑enabled productivity tools (e.g., Copilot, AI‑assisted CRM features).
• Strong people skills to interact with customers, peers, and management.
• High level of self‑motivation, productivity, and attention to detail.
• Demonstrated ability to work independently and as part of a team.
• Excellent written and verbal communication skills along with active listening.
• Customer orientation and ability to adapt/respond to customers.
• Ability to multi‑task, prioritize, and manage time effectively.
• Strong sense of ownership and drive for improvements, including exploring how AI tools can enhance efficiency and service quality.
• Organized, creative, and able to bring new and outstanding ideas.
• Growth Mindset, particularly toward learning and adopting new AI‑driven tools and technologies.
• Legally authorized to work in the United States on a continual and permanent basis without company sponsorship

Preferred Qualifications:

• Bachelor’s degree or equivalent experience.
• 5+ years of experience in a Call Center environment.
• Knowledge of SAP, CRM systems, and quotation tools.
• Experience using AI‑enabled productivity tools (e.g., Copilot, AI‑assisted CRM functions) to enhance efficiency, accuracy, or customer support workflows.
• Demonstrated excitement about learning and applying emerging AI technologies to improve processes, problem‑solving, and customer experience.

About Siemens:

We are a global technology company focused on industry, infrastructure, transport, and healthcare. From more resource-efficient factories, resilient supply chains, and smarter buildings and grids, to sustainable transportation as well as advanced healthcare, we create technology with purpose adding real value for customers. Learn more about Siemens here.

Our Commitment to Equity and Inclusion in our Diverse Global Workforce:

We value your unique identity and perspective. We are fully committed to providing equitable opportunities and building a workplace that reflects the diversity of society, while ensuring that we attract the best talent based on qualifications, skills, and experiences. We welcome you to bring your authentic self and transform the everyday with us.