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Technical Customer Service Center Coordinator - Building Automation / HVAC Control Systems - Irving, TX

Irving, Texas
Internal Services

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English (US)

Job Description

Division: Building Technologies
Business Unit: Region Americas
Requisition Number: 229016
Primary Location: United States-Texas-Irving
Assignment Category: Full-time regular
Experience Level: Entry level
Education Required Level: High School Diploma / (GED)
Travel Required: No

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:
 
 


Job Description:

Position Overview
 
In this highly technical Customer Service role you will provide coordination, dispatch, and documentation of RCS (Retail Commercial Services) Tier One calls.  You will also provide back up support to various disciplines handled by Siemens Industry, Building Technologies and other Sectors.  All candidates must be willing to work weekly shifts during the anticipated hours of 7:00 AM - 7:00 PM, which may include weekend days, and have the ability to cover additional alternate days/schedules to meet department demand needs.
 
 
 
Responsibilities
 
Effectively coordinate and schedule field technical service activities and resources to ensure customer expectations and commitments are met while delivering high quality service to assigned product lines. Must have technical aptitude to preform some diagnostic services in support to field personnel. Provide information, prioritization and coordination of assignments for field personnel for emergency service dispatch call handling.  Serves as main point of contact for all service customers to ensure expectations are being met.  Ensure all service requests and dispatches are well documented , coordinated, prioritized and organized for review, or for follow up action whenever necessary.  Utilize, maintain and update all call handling  and special service process documentation.  Follows processes to maintain quality completion of all work.
 
Required Knowledge/Skills, Education, and Experience
 
  • High School Diploma or GED required
  • 3-5 years experience in Customer Service call handling, dispatching and service response in a technical industry or related field.
  • Self motivated with strong customer satisfaction and service focus, with good organizational, interpersonal, verbal, and written communication skills.
  • Microsoft Office, PC, and Business software systems (i.e. SAP)
  • Ability to work during high call processing activity and time constraint demands
  • Critical thinking and a good phone presence.
 
Preferred Knowledge/Skills, Education, and Experience
 
  • Experience with HVAC control systems
  • Technical School or Associates Degree (2 year)
  • Prior use of Third Party Ticketing systems (Corrigo, Service Channel, etc.)
  • Prior Knowledge of Connection type software programs ( RDP, Telnet, etc.)
  • Information Technology (IT) knowledge.
 
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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.

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