Siemens Energy
„Noi energizăm societatea” ajutând clienţii noștri să parcurgă tranziţia spre o lume mai durabilă pe baza unor tehnologii inovatoare și a capacităţii noastre de a transpune ideile în realitate. Cu aproape 100.000 de angajaţi în întreaga lume, noi modelăm sistemele energetice de azi și de mâine.
Despre rol
Locaţia
Mexico
Queretaro
Santiago de Queretaro
Lucru de la distanță ori birou
Hibrid (lucru de de distanță/ birou)
Companie
Siemens Energy, S. de R.L. de C.V.
Organizație
EVP Global Functions
Unitate operațională
Digital Core
Normă întreagă/normă parțială
Cu normă completă
Nivel de experiență
Profesionist cu experiență
A Snapshot of Your Day
As a Customer Success Champion, your day is filled with diverse responsibilities that focus on ensuring customer satisfaction and effective communication between stakeholders/customers and internal teams. You will spend approximately 70% of your time managing IT escalations, addressing customer concerns, and collaborating with cross-functional teams to resolve issues. The remaining 30% of your day will involve acting as a point of contact (PoC) for IT coordination across various business units, ensuring that customer needs are met through effective IT solutions. Your role will require strong problem-solving skills, proactive communication, and a commitment to enhancing the overall customer experience.
How You’ll Make an Impact
- Serve as the primary point of contact for customer IT escalations, ensuring timely and effective resolution of issues.
- Collaborate with internal/external support teams, including technical support and product management, to investigate and resolve complex customer concerns.
- Track and document escalation cases, providing regular updates to stakeholders on progress and resolutions.
- Analyze escalation trends and work proactively to implement solutions that enhance the overall customer experience.
- Act as Business partner for IT Coordination:
o Act as the liaison between business units and IT teams, facilitating effective communication and problem solvingo Gather and articulate business requirements from various units to ensure IT solutions meet customer needs.o Assist in the planning and execution of IT projects, ensuring they are delivered on time and meeting customer expectations.o Provide feedback to IT teams based on customer experience, advocating improvements and enhancements.
What You Bring
- Expertise: Strong knowledge of customer service principles and complaint management processes.
- Experience: Several years of experience in managing customer escalations in a large enterprise environment.
- Skills: Excellent communication, decision-making, and problem-solving skills, with the ability to coordinate effectively with various stakeholders. (key – Stakeholder management)
- Technical Skills: Strong technical knowledge on multiple IT Infrastructure components
- Reporting: Reporting skills will be an added advantage on visualization reporting tools like PowerBI, Tableau etc.
About the Team
You will be part of Operational Control Center (OCC), a dedicated team focused on operational excellence and execution of IT processes. This team is responsible for managing and optimizing IT & OT services, ensuring that they meet the needs of the organization and its stakeholders. We provide an atmosphere to learn & develop your skills in an agile and flexible work environment.
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 ~100,000 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 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, gender identity, sexual orientation or disability. We energize society, all of society, and we do not discriminate based on our differences.
Rewards/Benefits
- Career growth and development opportunities; supportive work culture
- Company paid Health and wellness benefits
- Paid Time Off and paid holidays
- Parental leave
- Opportunity to work with a global team
- Additional rewards based on your country will be further discussed with the hiring team