Siemens Smart Infrastructure is searching for an experienced Client Service Manager (CSM) to support our automation and mechanical services business in our Harrisburg, PA office. The CSM is our single-source contact between our customers and Siemens internal operations. The CSM creates customer loyalty to the Siemens brand by managing all service agreement deliverables for our customers.
• Manage internal resources to exceed customer expectations while ensuring all contractual scope work is completed on time and within estimates and budgets.
• Complete multi-year maintenance (work) planning and scheduling utilizing customer interface, contractual documents, equipment operational manuals, personal site or equipment experience, known Siemens capabilities, and Siemens-provided software tools.
• Interface and communicate with our customers for Customer Loyalty and Quality Assurance activities. Communicate progress/status internally; create and execute improvement plans based on customer feedback.
• Perform or manage customer knowledge/training activities to improve product, equipment, or site understanding.
• Manage financial aspects of our service contract agreements ensuring continued profitability and cost containment for Siemens while ensuring that our customers perceive the value of the services we provide.
• Manage the contract renewal process end-to-end for stationary or stable year-over-year customers. Assist the Customer Sales Executive in the contract renewal process for large or growing customers.
• Provide cost viability approvals for estimated new or renewed service agreements.
• Manage billing and collection activities for the service agreements managed, as well as assist in the collection of other service activities such as Time & Material or Project work.
• Collaborate with our customers to consistently match known Siemens product and service capabilities with their business and facility needs
• Estimate, present, and attain customer approvals for automation or mechanical equipment repairs (Time & Material work).
• Estimate, propose, present, and attain customer approval for Moves, Adds, Changes, or Upgrades of automation or mechanical systems. (Project Work)
• Estimate, propose, present, and attain customer approval for Service Contract renewals of smaller automation or mechanical systems. (Service Agreements)
Required Knowledge/Skills, Education, And Experience
• Required education: High school diploma, state-recognized GED, or state-recognized high school proficiency exam
• Required experience: Three years of building technologies contract management, project management, or construction management experience—or building technologies/mechanical services experience with demonstrable aptitude to be a successful client service manager.
• Required travel: 50% - Day travel
• Other requirements:
• Proficient in the use of a Business Software application such as Oracle, SAP or other (managing financial and / or equipment maintenance applications)
• Proficient in the use of standard business applications such as MS Office (Word, Excel), custom estimating platforms, customer loyalty applications or other service related tools.
• Strong organizational, verbal and written communication skills in English
• Individual must possess a valid Driver's license in good standing and be must be at least 21 years of age in order to participate in the Siemens vehicle plan.
• Ability to work in the U.S. without a need for current or future sponsorship.
Preferred Knowledge/Skills, Education, And Experience
• Preferred education: Bachelor’s Degree.
• Preferred experience: Project management experience and the ability to collaborate in a team environment.
Job ID: 184334
Organization: Smart Infrastructure
Company: Siemens Industry, Inc.
Experience Level: Mid-level Professional
Job Type: Full-time
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