Service Operations Team Leader - Mobility Customer Service

Job Description

At Siemens Mobility, Inc., we are committed to an Ownership Culture in which every employee takes personal responsibility for our company's success. We apply lean principles and seek continuous improvement in our processes and customers' experience. Our Customer Service business delivers modern maintenance solutions from diagnostics to data-based action recommendations. We provide quick delivery of replacement parts to strategically planned modernization to ensure our customers' systems operate at the highest reliability and availability.

The Service Operations Team Leader oversees our onsite maintenance operation at the assigned facility. This person will be the onsite contact for any issues related to the ACS-64 and ALC-42 fleets. Primarily, your impact will focus on the following:

  1. Managing the local Siemens team.
  2. Ensuring technical and material support to the customer.
  3. Providing a positive customer service experience.
  4. Maintaining ongoing, effective communication with all internal and external relevant parties.

Your mission is to continually find opportunities for improvement and potential future risks and take appropriate action.

What your day-to-day will look like:
  • Operate and promote a safe working environment and be responsible for reporting Close Calls and accidents/incidents promptly: document incidents or issues encountered with the equipment and track issues to resolution.
  • Scheduling of Siemens Technical Support team availability.
  • Establish a rapport with Amtrak management and maintenance facility personnel. Support Amtrak in completing Scheduled Maintenance tasks and provide technical support for Unscheduled Maintenance.
  • Give mentorship and feedback to the team regarding performance, quality, and productivity issues.
  • Support overall service contract projects, initiatives, and commitments such as material orders, technical training, and asset management.
  • Ensure quality of work completed at the assigned facility.
  • Work with the local customer to generate ideas and procedures to make future jobs more efficient and communicate these initiatives with Siemens' management.
  • In the absence of Stores Keeper Controllers, perform Material transactions to support the fleet as needed.
To thrive in this role, you have:
  • 5 or more years of experience in an industrial or maintenance environment related to technical field service.
  • 3 or more years of experience with direct customer service.
  • 1 or more years of experience managing people.
  • Must demonstrate an appreciation of mechanical and electrical engineering.
  • Candidates with a background in rolling stock maintenance and commissioning or other rail-related experience will be preferred.
  • Microsoft Office suite application to generate reports, presentations, email communications, and work with spreadsheets.
  • Candidates must connect with executives, local craft, and customers effectively.
Why you'll love working for Us:
  • Freedom and healthy work-life balance– Health, Dental, and Vision Insurance, HSA/FSA, Commuter Benefits – starting Day 1
  • Engaging, meaningful, and fast-evolving, pioneering technological environment.
  • Competitive total rewards package.
  • Please contribute to our social responsibility initiatives focused on access to education, access to technology, sustaining communities, and positively impacting the community.
  • Opportunities to contribute your innovative ideas and get paid for them! Please take advantage of our Tuition Reimbursement program, Mentor Programs, and your development through online learning.
  • Employee perks and discounts in addition to our 401k match and generous Paid Time Off
  • Diversity and inclusivity focused – Just named on the Forbes 2022 Best Employers for Diversity list!

While we appreciate all applications, we advise that only candidates under consideration will be contacted.

Qualified Applicants must be legally authorized for employment in the United States. Qualified Applicants will not require employer-sponsored work authorization now or in the future for employment in the United States.


Organization: Siemens Mobility

Company: Siemens Mobility, Inc

Experience Level: Experienced Professional

Full / Part time: 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.

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