Customer Service Team Lead - Detroit

Job Description

Primary Function

Supervises the team responsible for establishing the foundation for customer’s overall service experience. This includes remote supervision of coordinators in various locations.

 Supervises Coordinators, to effectively set-up, plan, schedule and dispatch onsite and remote service activities / resources to ensure customer expectations and commitments are met for all services and enabling data driven services. Provides support, information, prioritization and coordination of activities and resources across branches, the Zone Operations Center and Digital Service Center

 

Principal Duties & Responsibilities

Supervises Service Coordinators as assigned to effectively coordinate and schedule onsite and remote service activities and resources to ensure customer expectations and commitments are met for all services and enabling data driven services.

§ Provides support, information, prioritization and coordination of activities and resources across branches, the Zone Operations Center and AM Digital Service Center.

§ Supervises, trains and mentors Service Coordinators team members through the performance management process (goal-setting, one-on-ones, and reviews).

§ Acts as a point of escalation for customers with concerns over scheduling and dispatching.

§ Works with branch Operations Management to ensure coordination and alignment of their Service Coordinator team.

§ Oversees decisions regarding the scheduling and movement of resources and material.

§ Ensures all service requests and dispatches are well documented, coordinated, prioritized and organized.

§ Utilizing the SAP service platform, reviews, processes and distributes all service documentation

§ Assists in project profitability through cost containment procedures and processes. Maintains timely set up and completeness of related job folders as assigned.

§ Ensure accurate Debit Note Request (DNR) creation for all service orders

§ Financial responsibility: Achieve Planned Service Budget including driving to monthly forecasted Revenue $, Gross Margin $ and Gross Margin %

§ Reports to the Zone Service Operations Manager

§ Supervises Service Coordinators, Peer relationships: AM Digital Service Center - Remote Service Specialist Manager; in Zone Operations Center – CoC heads and Zone Operations Supervisor – Client Service Administrators; in Branch, Operations Supervisors

§ Work is generally performed in an office location with minimal noise and routine distractions.

§ Overnight travel required – up to 25%.

 

Preferred Education & Experience

§     Technical school or Associates degree (2 year) preferred, although a combination of education (High School or GED required) and experience will also be considered

§     2+ years supervisory experience in customer service, field coordination, administration or operations.

§     Proficient in Microsoft Office and business software systems (i.e. SAP)

§     Familiarity or experience with Automation / Fire / Security systems preferred.

§     SAP experience highly preferred

§     Strong accuracy and quality of data needed.

§     Excellent verbal and written communication skills, computer skills, financial skills and effective project management skills.

§     Strong problem solving ability.

§     Ability to read and understand customer service contracts

 

 #LI-MO1



Job ID: 189094

Organization: Smart Infrastructure

Company: Siemens Industry, Inc.

Experience Level: Experienced Professional

Job Type: Full-time



Equal Employment Opportunity Statement
Siemens is an Equal Opportunity and Affirmative Action Employer encouraging diversity in the workplace. All qualified applicants will receive consideration for employment without regard to their race, color, creed, religion, national origin, citizenship status, ancestry, sex, age, physical or mental disability, marital status, family responsibilities, pregnancy, genetic information, sexual orientation, gender expression, gender identity, transgender, sex stereotyping, protected veteran or military status, and other categories protected by federal, state or local law.

EEO is the Law
Applicants and employees are protected under Federal law from discrimination. To learn more, Click here.

Pay Transparency Non-Discrimination Provision
Siemens follows Executive Order 11246, including the Pay Transparency Nondiscrimination Provision. To learn more, Click here.

Can't find what you are looking for?

Let's stay connected

Can't find what you are looking for?