Siemens Careers

Customer Services Supervisor - Building Technologies - Mount Prospect, IL

Mount Prospect, Illinois
Customer Services

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English (US)

Job Description

Division: Building Technologies
Business Unit: Field Operations
Requisition Number: 225459
Primary Location: United States-Illinois-Mount Prospect
Assignment Category: Full-time regular
Experience Level: Mid level
Education Required Level: High School Diploma / (GED)
Travel Required: 10%

Division Description:

The Siemens Building Technologies Division is the North American market leader for safe and secure, energy-efficient and environmentally-friendly buildings and infrastructure. As a technology partner, service provider, and system integrator, Building Technologies has offerings for fire protection; life safety; and security as well as building automation; heating, ventilation, and air conditioning (HVAC); and energy management. Since 1995, Siemens has helped to modernize nearly 7,000 buildings worldwide, including important American landmarks such as World Trade Center Memorial, Times Square Building, Carnegie Hall, Walt Disney World and the Mount Vernon Estate.


For more information, please visit: 
https://www.siemens.com/us/en/home/company/about/businesses/building-technologies.html

Job Description:

 
Position Overview:
 

Supervises Renewal Coordinators and Client Service Administrators responsible for establishing the foundation for the customer’s overall service and digital experience.
Oversees building of maintenance plans, completing databases for installed equipment, managing small agreements and the renewal process.
 
 
Job Responsibilities:

 

 Oversees the foundation for a customers’ overall service and digital experience in the following areas:
Service Agreement Renewal – manages on-time completion
Maintenance planning – facilitates detailed maintenance plans to meet contractual obligations
iBase administration – drives high quality iBase data for installed equipment
Service Portal – drives high quality customer data
Deficiency follow-up – monitors field work orders and develops corrective action proposals
Supervises, trains and mentors Renewal Coordinators, Client Service and iBase Administrators team members through the performance management process (goal-setting, one-on-ones, and reviews).
Oversee the interaction between Client Service Administrators and assigned customers with agreements $10k Automation and $5k Fire/Secuirty.
Acts as a point of escalation for customers with concerns over maintenance plans and renewals.
Works with branch Operations Management to ensure coordination and alignment of their Client Service Administrator / Renewal Coordinator team.
 

Required Knowledge/Skills, Education and Experience:

 
 
Ability to read and understand customer service contracts.
 
 
 
Technical school or Associates degree (2 year) required, although a combination of education (High School or GED required) and experience will also be considered
2 - 5+ years experience in customer service, field coordination, administration or operations. Excellent organizational, interpersonal and verbal and written communication skills needed
 
Familiarity or experience with Automation / Fire / Security systems preferred. Strong accuracy and quality of data needed.
Excellent verbal and written communication skills, computer skills, financial skills and effective project management skills.
 
 
Proficient in Microsoft Office and business software systems (i.e. SAP)
 
 



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