Siemens Gamesa

Team Leader – Operations Service Desk (OSD)

A Snapshot of Your Day

As the Team Lead – Operations Service Desk (OSD), you lead a team of 10+ technical support specialists to resolve technical issues for customers and internal teams. The role focuses on strategic development, improving team capabilities, and driving a zero-harm culture. Key responsibilities include service excellence & growth, enhanced technical responsiveness, streamlining processes, using AI tools, and promoting staff development. The role also entails coordinating with other service regions and teaming up with Sales to enhance order entry. Your leadership ensures operational agility, technical excellence, and a culture of safety and innovation.

How You’ll Make an Impact

• Collaborate closely within CP Global Service Operations (GSO) to deliver 24x7 Customer Technical Support (CTS) by partnering with Product Competence Centers (PCC) and Subject Matter Experts (SMEs) to ensure timely and effective issue resolution.
• Lead a team of technical support specialists (approx. 10+) to provide timely resolution of technical issues, either directly to the customer, and/or to internal team members such as sales, project managers and field service.

·         Responsible for the overall strategic development of OSD, with a key focus on improving the capabilities of the team and the service across ME&AP, EU&AF, NA&LA for CP & STG Product Lines (TC, RC, STG).

·         Accountable for the key performance metrics within OSD which include technical responsiveness for high and medium priority cases and on cost recovery targets.

·         Identify ways to streamline and simplify processes and digital tools to deliver new value and timely support to Customers for the installed fleet. Specific focus is required on the use of AI tools going forward.

·         Develop positive connections with the Customer Technical Support (CTS) community across all Product Lines. Escalate and seek support from the Product Lines as and when required.

·         Establish a visible career development structure within the OSD function. Roles should include OSD Advanced Technical Support, Repair Solutions Support and Remote Diagnostic Support. Staff development and retention are essential to the long-term success of Technical Support.

·         Promote and implement cross training to enable a wider coverage of OSD capabilities across all service regions. A special focused efforts for Indian customers on service offerings.

·         Alignment with the other regions and the Product Lines on new services, products, and sharing of guidelines/best practices.

·         Drive the team to work closely with Sales/Field Services to identify ways to increase our order entry within GSO across the product lines.

·         Lead by example in driving a zero-harm culture within OSD.

What You Bring

• Bachelor’s degree in mechanical engineering with 12 to 15 years of relevant experience in technical troubleshooting of compressor (preferred) and/or steam turbines
• Proven experience in team leadership or management, ideally with cross-border team development
• Effective leadership and communication skills
• Customer Orientation and Strategic thinking
• Collaboration and Innovative thinking
• Proven experience with Salesforce (CRM), SAP (ERP), Teamcenter GloBus would be beneficial
• In depth understanding of financial and business operating models
• Willingness to local/global travel is an important requirement for this role.
• Willingness to work in all 3 shifts including weekends

About the Team

Our Transformation of Industry division is decarbonizing the industrial sector. Increasing electrification and efficiency are key and demand for green H2 and derivative fuels will rise. We enable decarbonization of the industrial sector and the transition to sustainable processes, building on a strong industrial customer base, a global network, diverse technologies, and integrated execution capabilities.

Candidates want to learn about the divisions they will be joining-the structure, how it works together, and the role it plays in driving Siemens Energy’s mission forward.

Who is Siemens Energy?

At Siemens Energy, we are more than just an energy technology company. With ~100,000 dedicated employees in more than 90 countries, we develop energy systems of the future, ensuring that the growing energy demand of the global community is met reliably and sustainably. The technologies created in our research departments and factories drive the energy transition and provide the base for one sixth of the world's electricity generation.

Our global 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