Service Coordinator Supervisor

Job Description

Organization: Smart Infrastructure
Business Unit: Regional Solutions & Services Americas
Requisition Number: 244662
Primary Location: United States-Texas-Irving
Other Locations: United States-Texas-Houston
Assignment Category: Full-time regular
Experience Level: Mid level
Education Required Level: Associate's Degree / College Diploma
Travel Required: 20%

Job Description:

Are you a passionate leader with a desire for delivering world class service in the digital age?  Are you interested in developing your career path within a global technology powerhouse which empowers employee creativity to change, challenge, and influence our business and customer relationships?


This is the career for you!


SIEMENS Smart Infrastructure is seeking a confident and self-motivated leader to lead and develop a team of Service Coordinators.  Using your customer service focus along with your innovative, people first leadership skills, you will help ensure your team’s success by building upon the foundation for the customer’s overall service experience.


Responsibilities 

  • Supervises Service Coordinators to effectively coordinate and schedule onsite and remote service activities and resources to ensure customer expectations and commitments are met for all 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 Coordinator team members through the Performance Management Process (target setting, continuous feedback and year-end 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.

  • Adapt tools and technology to drive productivity without compromising the customer experience.

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

  • Drive total ownership of all service orders for area of responsibility.

  • 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 profitability through cost containment procedures and processes.

  • Ensure accurate and timely Debit Note Request (DNR) creation for all service orders  

  • Financial responsibility: Achieve planned service budget including driving to monthly forecasted revenue and margin targets.

  • This position has Supervisory responsibilities for the Service Coordinator team covering Texas and Oklahoma.


Preferred Education, Experience and Qualifications

  • 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 experience in customer service, field coordination, administration or operations.  If outside of Siemens, 2+ years supervisory experience required.

  • Excellent organizational, interpersonal and verbal and written communication skills needed

  • Proficient in Microsoft Office and business software systems.  SAP experience highly preferred.

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

  • Excellent verbal and written communication skills, computer skills, financial skills and effective time management skills.

  • Strong problem solving ability. 

  • Ability to read and understand customer service contracts. 

  • Individual must possess a valid Driver's license.

Siemens Smart Infrastructure (SI) is shaping the market for intelligent, adaptive infrastructure for today and the future. It addresses the pressing challenges of urbanization and climate change by connecting energy systems, buildings and industries. SI provides customers with a comprehensive end-to-end portfolio from a single source – with products, systems, solutions and services from the point of power generation all the way to consumption. With an increasingly digitalized ecosystem, it helps customers thrive and communities progress while contributing toward protecting the planet. SI creates environments that care. Siemens Smart Infrastructure has its global headquarters in Zug, Switzerland, and has around 71,000 employees worldwide.

 

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

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