Customer Service Representative - Smart Buildings - Irving, TX

Job Description

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! Our Smart Buildings help to create efficient, safe, responsive and responsible environments – and so, we are creating perfect places. We’re looking to empower people wanting to tackle the challenges facing society and who want to make real what matters most. Think this is you?

Join our team! Recognized by Fortune as World’s Most Admired Companies 2020.

Our 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.

Siemens Smart Infrastructure

What you will do for Siemens Smart Infrastructure:

As the Customer Service Representative (CSR), you will serve as the main point of contact for service customers giving them confidence that their challenges are understood and will be acted upon appropriately. Among other things, the CSR will work with customers to initiate processing of their service requests, handle information requests, and route these to the appropriate Siemens technicians and account representatives for resolution.


  • Handles all incoming customer service requests via the phone or email, resulting in the creation of a service work order.
  • Maintains key customer contact information. As necessary, perform updates to customer & business partner data.
  • Captures and documents key requests or concerns from customer contacts.
  • Conducts initial assessment of customer concern and routes issue to appropriate Siemens resource for further coordination, dispatch and service execution. Confirms a positive handover of the service ticket internally.
  • For purely informational inquiries, logs and routes customer requests to the appropriate organizational unit or resource for timely follow up.
  • If necessary, initiates complaint management process.
  • Completes call logs and reports.
  • Serves as a vital internal resource based on close knowledge of customer’s current situation and Service history with Siemens.
  • Other duties as assigned.


  • Basic knowledge of PC applications (i.e. Windows, Microsoft Office) and specific Service tools (i.e. SAP, phone system tools)
  • Superior attitude as the first customer touchpoint for Siemens SI. Ability to convey confidence to the customer that their issue will be addressed correctly the first time.
  • Awareness and utilization of internal policies and operating procedures that ensure safe/secure practices
  • Working effectively with other Siemens employees on a common task
  • Working effectively with customers even in trying situations
  • Knowledge of customer service practices and principles
  • Superior listening, verbal and written communication skills
  • Dogged determination to see complex issues through to completion
  • 1-3 years of experience in a call center environment preferred
  • High school diploma, state-recognized GED, or state recognized high school proficiency exam required
  • Applicants must be legally authorized for employment in the United States without need for current or future employer-sponsored work authorization.


  • 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 Infrastructure

Company: Siemens Industry, Inc.

Experience Level: Mid-level Professional

Job Type: Full-time

Equal Employment Opportunity Statement
Siemens 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 Law
Applicants and employees are protected under Federal law from discrimination. To learn more, Click here.

Pay Transparency Non-Discrimination Provision
Siemens follows Executive Order 11246, including the Pay Transparency Nondiscrimination Provision. To learn more, Click here.

California Privacy Notice
California residents have the right to receive additional notices about their personal information. To learn more, click here.

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