Manager - Service Operations

Support Services Manager

Siemens founded the new business unit Siemens Advanta (formerly known as Siemens IoT Services) on April 1, 2019, with its headquarter in Munich, Germany. It has been crafted to unlock the digital future of its clients by offering end-to-end support on their outstanding digitalization journey. Siemens Advanta is a strategic advisor and a trusted implementation partner in digital transformation and industrial IoT with a global network of more than 8000 employees in 10 countries and 21 offices. Highly skilled and experienced specialists offer services which range from consulting to craft & prototyping to solution & implementation and operation – everything out of one hand!

Before our software developers write even a single line of code, they have to understand what drives our customers. What is the environment? What is the user story based on? Implementation means – trying, testing, and improving outcomes until a final solution emerges. Knowledge means exchange – discussions with colleagues from all over the world. Join our Digitalization Technology and Services (DTS) team based in Bangalore and enjoy the freedom to think in completely new categories!

This is your role. What part will you play?

·       Responsible for communication with key customers, the sales organization and key management staff on the status of support services and critical accounts within the assigned geography

·       Creates reports and statuses to review with sales executives on their Services business and develops plans and activities that technical support can execute to assist customer and prospects

·       Proactively addresses any issues impacting the effectiveness service and customer perceptions of deficiencies with respective stakeholders.

·       Provides team leadership and mentoring of other team members.

·       Ensure timely, professional and effective communication with the customer and internal executives

·       Manages the remediation process and technical resources by facilitating cross departmental collaboration, coordinates the end-to-end customer experience and owns the internal and external communications. Acts as customers and account team’s primary contact during critical situations

·       Works with the technical specialists to manage the escalation and resolution of problems and incidents.

·       Rotation based 24x7 coverage - Must be available to work weekends and holidays on an on call or rostered shift basis.

·       Initiates and facilitates the discussion with customer and respective resolution stakeholders during critical issues. Ensures timely, professional and effective communication with the customer and internal groups from both the technical and management perspectives

·       Oversees top tier customer critical account technical support situations to insure all elements of technical support are progressing to issue resolution

·       Develops and delivers executive communication to customer and internal stakeholders on status of critical Service Requests.

·       Provides ongoing status updates to Team Lead and Management

·       Escalates issues/risks quickly for mitigation

·       Leads and participates in projects relating to the continuous improvement

We don’t need superheroes, just super minds

·       Customer relationship management experience – large / complex enterprise, customer facing and executive level customer relationship and account management experience desired

·       Experience serving as a customer advocate – able to understand and articulate the needs of the client and deliver on those needs

·       Proven experience managing customer escalations within a Technical Support environment

·       Demonstrated ability to develop strong relationships with multiple levels of customer with the ability to obtain a working knowledge in support of their business objectives in relation to the delivery of secure applications and data

·       Prior experience working for a global IT vendor in a similar role

·       Knowledge of Software Development Lifecycle Management and software defect tracking

·       Ability to facilitate and manage cross-team collaboration to solve customer issues working with teams in person and virtually

·       Experience creating concise reports for customers, following customer situations/incidents (Incident reports and RCA)

·       BE/ME/MTech with 10+ years of relevant experience

·       Project management experience with proven methodologies

·       Industry certifications (PMP, ITIL, Six Sigma) preferred

·       Experience working with sales teams to identify potential issues before they escalate

·       Broad technology base with emphasis on mobile solutions, virtualization, networking and/or storage is a plus. A solid Microsoft background is beneficial

·       Proven experience leading formal customer meetings with all levels including C levels

·       Exceptional communication skills (written and verbal)

·       Six Sigma Green Belt certification is a plus

·       Able to work in rotational on-call environment

·       Ability to travel up to 10% of the time

Make your mark in our exciting world at Siemens

This role is based in Bangalore. You’ll also get to visit other locations in India and beyond, so you’ll need to go where this journey takes you. In return, you’ll get the chance to work with teams impacting entire cities, countries – and the shape of things to come.

We’re Siemens. A collection of over 379,000 minds building the future, one day at a time in over 200 countries. We're dedicated to equality, and we encourage applications that reflect the diversity of the communities we work in. At Siemens we are always challenging ourselves to build a better future. We need the most innovative and diverse Digital Minds to develop tomorrow ‘s reality.

Find out more about the Digital world of Siemens here: www.siemens.com/careers/digitalminds