Escalation Manager (w/m/d) in the field of Drive Technology

Job Description

Knowledge for the world of tomorrow.

Siemens Large Drive Applications (LDA) is the global market leader for drive systems with a future-proof drive technology portfolio, automation technology, digitization solutions and services.

What part will you play?
  • In your role as Escalation Manager, you will be responsible for the escalation processes and take care of defined "hotsites" based on existing escalation criteria.
  • You will coordinate key resources in the relevant departments and at the required decision-making levels.
  • You will clarify expectations for the escalation process and focus on customer satisfaction throughout the process to support and assist the customer best possible.
  • You will coordinate with staff involved in the process and develop an escalation and communication plan that meets customer requirements and in doing so, you permanently control and regulate the costs incurred.
  • You will be responsible for capturing all information related to each customer escalation. This includes documenting all incidents and/or issues - you will keep the documentation up to date.  In addition, you will continuously keep all stakeholders informed of the latest findings and developments.
  • You will be responsible for collecting and publishing performance metrics and reviewing root causes of escalation events to improve the internal process.
  • Prior to the completion of an escalation process, you will ensure that the escalation management and communication plan has been fully implemented.
What you need to make real what matters.
  • You have a university degree in the field of MV drive technology, motors/converters or comparable training.
  • You have many years of experience in the field of Customer Support Drive Technology. In addition, you have several years of relevant professional experience in the field of service, commissioning and customer support.
  • You bring strong communication and coordination skills especially on management level to effectively handle the addressing of critical situations in a reasonable time frame. Working under pressure must suit you in this job.
  • Customer satisfaction plays the key role in handling escalations. You have a high level of service and customer orientation as well as a strong professional and balancing appearance and the ability to understand the real concerns of the customer.
  • You have already worked in an international environment with different stakeholders and cultures. Very good English skills (spoken and written) are therefore a prerequisite. You will also coordinate activities within our headquarters. For this reason, a good knowledge of German is a great advantage.
  • You find it easy to communicate and coordinate across teams to achieve very good results.
  • In addition, you have strong analytical thinking and problem-solving skills.
  • You approach your tasks in a structured and results-oriented manner. You like to develop new approaches to solutions and set new impulses for your own team as well as for the organization as a whole.

Make your mark in our exciting world at Siemens.

As an equal-opportunity employer we are happy to consider applications from individuals with disabilities. - if you would like to find out more about jobs & careers at Siemens.

FAQ - if you need further information on the application process.

Organization: Portfolio Companies

Company: Siemens AG

Experience Level: Experienced Professional

Full / Part time: Full-time

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