Product Service Manager - Smart Infrastructure

Job Description

Position Overview

Siemens Smart Infrastructure intelligently connects energy systems, buildings, and industries. We help our customers to thrive, communities to progress and support sustainable development to protect our planet for the next generation.

As a pioneer in the building industry Siemens Building Products (BP) changed how people live and work in buildings by connecting the digital and the physical world. With building management software, cloud applications, room automation and HVAC devices & controls to fire safety and security we help our customers as a trusted advisor to make buildings safe, healthy, productive, and sustainable places.

The Product Service Manager is responsible for leading SI BP AM’s technical, commercial, and legal customer return (excess and warranty) obligations and for the timely negotiation and settlement of all customer return credits and claims.


The successful candidate will be able to do the following:

Manage the operation of both Repair Centers (Buffalo Grove, IL and Parsippany, NJ) and support all VAP and Branch locations for processing of refurbished orders, and Credit Processing - Excess & Warranty.

Manage and provide technical assistance to repair technicians. Provide needed direction to repair technicians on troubleshooting and repairs of product from component level to system application level and ensure product is factory refurbished to acceptable quality standards and delegate technicians' work to all direct reports.

Manage the work for Material Handlers (Comfort & Fire) & Customer Support team members.

Prepare and provide repair reports as per customer request.

Responsible for the Refurbished product inventory and all SAP transactions including count accuracy of the inventory.

Process the SAP transactions pertain to Fire trade goods products warranty returns including requesting RMA from suppliers and processing RPOs/DNs.

Run monthly SAP reports for open RMA/RPO’s for both Comfort & Fire products and contact customers who did not return products in 2 months after the issue of RMA and coordinate either return of products or cancellation of the RMA/RPO.

Run monthly reports for excess and warranty return and distribute internally.

Responsible for handling the calibration of test equipment in product service organization. Request quotes for Calibration of meter, scopes, power supply etc

Lead staffing and budgetary requirements to ensure organizational effectiveness. Set department performance standards and ensure process consistency.

Responsible for managing and keeping department ISO procedures up to date and ensure the compliance for Siemens BP requirements to ISO 9001:2015 standards.

Coordinate and lead Continuous Improvement initiatives within product service organization and completion of the trouble report & 8D requested by the end customers.

Collaborate with the QM network and business accountable units (e.g. R&D, Procurement, Manufacturing etc.) to achieve quality business goals.

Drive the development of digital solutions related to quality to continuously improve process effectiveness and efficiency along the customer journey.


Bachelor’s degree or similar education in business engineering, electrical engineering, computer science or related field. A combination of technical and business degree would be an advantage

At least 8 + years of experience within quality management and very good understanding of the SI BP product portfolio and processes in the building technology industry.

Knowledge and understanding of SI BP products from component to full system level is preferable

Ability to effectively communicate with customers, resolve issue, and provide quality solutions.

Must exhibit a high level of motivation, sense of urgency, and energetic approach to job duties and requirements.

Strong ethics, value, and the ability to influence others’ decision-making.

Proficiency in Microsoft software suite (Word, Excel, PowerPoint)

Expertise and/or experience with SAP ERP system

Ability to manage numerous projects/activities to achieve results.

Ability to find creative solutions to complex problems

Knowledge of product and manufacturing processes.

Process-oriented and ability to lead and contribute to continuous improvement.

Excellent communication and interpersonal skills.

Experience with engineering drawings & tolerance, standards & specifications

Familiarity and comfort with continuous improvement tools & methods

Collaborate with internal departments and external partners in the analysis and disposition of warranty claims

Collaborate with internal partners to develop new and improved existing warranty management processes and procedures with a drive to reduce warranty spend

Partner with internal finance teams to bring insight into warranty activities, risks, and opportunities

Qualified applicants must be legally authorized for employment in the United States and must not require support or sponsorship now or in the future


Competitive salary based on qualifications

Health, dental, and vision plans with options

Competitive paid time off plan, holidays, and floating holidays

Extensive product training and professional career development

We want you to enjoy being a part of our Siemens family, so here is a little about our company’s culture.

We celebrate the fact that our employees are individuals and have different wants and needs. If we all thought the same, we would never think of anything new. That is why we recruit phenomenal minds from all walks of life. We recognize that building a diverse workforce is critical to the success of our business, therefore we encourage applications from a diverse talent pool. We welcome the opportunity to discuss flexibility requirements with our applicants to encourage agile working and innovation.


Organization: Smart Infrastructure

Company: Siemens Industry, 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.

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