Siemens Energy

A Snapshot of Your Day

The role involves leading the service department, managing staff, establishing service standards, and ensuring efficient service delivery. Key tasks include monitoring performance, resolving customer issues, collaborating with other departments, and preparing reports. Additional responsibilities include staying updated on industry trends, implementing change management strategies, ensuring compliance, and working with the eQube team on various projects and RBAC policies

How You’ll Make an Impact

• Lead and manage the service department, including staffing, training, and performance management of service personnel.
• Establish and oversee service standards and procedures to ensure consistent and efficient service delivery.
• Monitor and evaluate the service team’s performance, providing regular feedback, coaching and recognition to drive individual and team excellence.
• Ensure timely and accurate completion of service requests, work orders and documentation, maintaining high attention to detail and quality.
• Monitor and analyze service metrics, such as response time, resolution rate and customer satisfaction and take proactive measures to drive continuous improvement.
• Hiring, training and mentoring service staff, fostering a high-performance culture.
• Acting as a point of escalation for complex customer issues, demonstrating good problem-solving skills and resolving conflicts in a professional and effective manner.
• Collaborate with other departments to develop and implement strategies to improve customer satisfaction, increase service efficiency and achieve business objectives.
• Create and deliver regular reports to senior management regarding service performance, significant measurements, and initiatives for improvement.
• Stay updated on industry trends, standard methodologies, and emerging technologies in the service field, continuously seeking opportunities to enhance knowledge and skills.
• Fostering a customer-centric culture within the service team, emphasizing empathy, professionalism and effective problem-solving.
• Change management: Plan and implement change management strategies for IT services.
• Security and compliance: Ensure that IT services align with all applicable laws, rules, and corporate guidelines.
• You will be working with eQube team for any changes needed in MI, BI, Recentering project, License procurement & implementation, Database services, eQube server patching services
• You will be responsible for implementing RBAC policies for different roles and environments in eQube.

What You Bring

• A bachelor’s or master’s degree in engineering with Computer Science/IT or equivalent
• 5+ years of experience in service management or a related role, with knowledge of service management principles, processes, and standard methodologies
• Demonstrated success in customer service, handling complaints & budget management.
• Excellent communication and interpersonal skills, with the ability to build rapport and maintain positive relationships with customers and internal partners.
• Diligent with a high level of accuracy in data analysis and reporting.
• Exceptional problem-solving and decision-making abilities, with a customer-centric approach to resolving service-related challenges.
• A commitment to delivering outstanding customer service and a passion for exceeding customer expectations.
• Should have experience with Data Integration, iPaaS preferably with EQUBE or relevant platforms.
• Good to have experience into Enterprise Integration, SOA, & Business to Business (B2B).
• Key expertise in providing Integration modernization and recommendation of leading iPaaS products (eQube, web Methods, SnapLogic)
• Good to have knowledge on PLM Team Center systems like PLM 360, CPD, COMOS etc

Who is Siemens Energy?

At Siemens Energy, we are more than just an energy technology company. We meet the growing energy demand across 90+ countries while ensuring our climate is protected. With more than 98,000 dedicated employees, we not only generate electricity for over 16% of the global community, but we’re also using our technology to help protect people and the environment.

Our distributed team is committed to making sustainable, reliable, and affordable energy a reality by pushing the boundaries of what is possible. We uphold a 150-year legacy of innovation that encourages our search for people who will support our focus on decarbonization, new technologies, and energy transformation.

Find out how you can make a difference at Siemens Energy: https://www.siemens-energy.com/employeevideo

Our Commitment to Diversity

Lucky for us, we are not all the same. Through diversity, we generate power. We run on inclusion and our combined creative energy is fueled by over 130 nationalities. Siemens Energy celebrates character – no matter what ethnic background, gender, age, religion, identity, or disability. We energize society, all of society, and we do not discriminate based on our differences.

Rewards/Benefits

• Employees are eligible for Remote Working arrangements up to 2 days per week.
• All employees are automatically covered under the Medical Insurance. Company paid considerable Family floater cover covering employee, spouse and 2 dependent children up to 25 years of age.
• Siemens Energy provides an option to opt for Meal Card to all its employees which will be as per the terms and conditions prescribed in the company policy. – As a part of CTC, tax saving measure
• Flexi Pay empowers employees with the choice to customize the amount in some of the salary components within a defined range thereby optimizing the tax benefits. Accordingly, each employee is empowered to decide on the best Possible net income out of the same fixed individual base pay on a monthly basis.