Wind Service Technology First Level Support Engineering Manager

Job Description

Organization: Siemens Gamesa Renewable Energy
Business Unit: Service
Requisition Number: 248175
Primary Location: United States-Florida-Orlando
Assignment Category: Full-time regular
Experience Level: Senior level
Education Required Level: Bachelor's Degree
Travel Required: 15%

Job Description:

Wind Service Technology First Level Support Engineering Manager

Position Overview

Leading the way forward in the renewable energy sector, Siemens Gamesa provides cleaner, more reliable and more affordable wind power. Our scale, global reach and proven track record ensure that we will play a central role in shaping the energy landscape of the future. The Service Technology organization manages the disposition of technical support to the field organization. The First Level Support (1LS) Engineering Manager is responsible for all Phone Technical Support (PTS) team functions, Engineering Configuration Management development, Maintenance Engineering development, as well as aiding the other departments in the organization when they need technical consultation.

  • The 1LS Engineering Manager reports to the Head of Service Technology for the North American region
  • Responsible for managing Phone Technical Support team (5-10 individuals)
  • Responsible for developing and managing the Configuration Management team within Technology North America (1-2 individuals)
  • Responsible for developing and managing a process and interface to the Maintenance Engineering team.
  • Responsible for developing external focus from Technology towards support of internal customers
  • Comply with and be a promoter for all Environmental, Health and Safety Requirements and Initiatives of the company


The five areas of responsibility for the 1LS Engineering Manager are supervisory basics, functional formation and performance of the PTS and Configuration Management teams, development of a process and interface to the Maintenance Engineering functions within the Technology department and external focus developments.

  • Supervisory basics

    • Provide oversight and direction to the employees in the PTS and Configuration teams in accordance with the organization's policies and procedures

      • Understand, explain, and be a resource for employees on company policy
      • Ensure employees have the equipment, tools, and knowledge to carry out their work
    • Disseminate and be a resource for questions on company communications to employees. Maintain transparent communication.
    • Coach, mentor, and develop staff, including overseeing new employee onboarding and providing career development planning and opportunities.

      • Identify the employees’ strengths, tailor their development plans to their learning styles, and improve their skillset
    • Empower employees to take responsibility for their jobs and goals. Delegate responsibility, promote an even allocation of work, and expect accountability and regular feedback.

      • Maintain employee work schedules including assignments, job rotation, training, vacations and paid time off, telecommuting, cover for absenteeism, and overtime scheduling.
    • Foster a spirit of teamwork and unity among department members that allows for disagreement over ideas, conflict and expeditious conflict resolution, and the appreciation of diversity as well as cohesiveness, support, and working effectively together to enable each employee and the department to succeed.
    • Consciously create a workplace culture that is consistent with the overall organization's and that emphasizes the identified mission, vision, guiding principles, and values of SGRE.
    • Lead employees using the company’s performance management and development process that provides an overall context and framework to encourage employee contribution

      • Lead employees to meet the organization's expectations for productivity, quality, continuous improvement, and goal accomplishment.
      • Provide effective performance feedback through employee recognition, rewards, and disciplinary action, with the assistance of Human Resources, when necessary.
      • Translate corporate goals into functional and individual goals.
  • 1LS Function

    • Manage technical support for field troubleshooting or commissioning
    • Manage technical support for the disposition of spare parts, work instruction, or tooling issues
    • Produce technical details for quality and safety flashes. Provide technical support for rapid risk assessments.
    • Provide technical support and disposition for crisis management events.
    • Responsible for planning new training needs for Technology department based on upcoming commissioning loads or configuration changes
    • Complying with the technical support process including the creation of escalation reports, and quality thereof.

      • Maintaining target speed and quality KPIs
    • Development of processes or tools to aid in first level support
  • Configuration Management

    • Developing and managing a configuration management process and role in NAM

      • Establishment and maintenance of a fleet configuration
      • Work with global teams to establish roles and responsibilities
      • Create tools and access for local configuration management role
    • Support for the Spare Parts and Supplies team
    • Manage resolution quality and speed of identification of spare parts requests including alternative solutions for turbine repair
  • Maintenance Engineering

    • Produce and institute processes and instructions for interface to the maintenance engineering functions on behalf of the technology department in order to:

      • Influence design or maintainability, safety, and optimal LCoE
      • Aid in developing new maintenance strategies and deliver high quality task instructions
      • Aid in the design of tools for maintenance including documentation and handover to operations
      • Aid in validation of maintenance documents and tools to ensure they are feasible and usable and meet all the field needs and requirements.
      • Aid in the creation of special and standard large correctives tools and procedures.
      • Aid in the distribution of all documentation necessary to perform onsite works.
  • External focus

    • Promote the functions and roles within Technology that can be leveraged for collaboration in Service business improvements.
    • Initiate or facilitate improvement project collaboration with other departments (Quality, Sales, oOEM, Operations, etc.) by analytically examining service challenges and breaking down problems into smaller parts and delegating the solutions based on the organization’s big picture.

      • Provide leadership exposure to needs or roadblocks the project teams are facing.
    • Anticipate changes needed in the technology department as the Service business evolves

      • Plan changes necessary for achieving evolving business needs
      • Work with responsible parties and departments to modify engineering processes to suit new scope and roles
      • Provide business assessments for resource plans.
    • Develop and leverage a global network between the other regions, global platforms, and support functions to influence technical support process efficiency and product improvements.

Required Knowledge/Skills, Education, and Experience

  • BS in Engineering field of study
  • 10+ years in engineering management
  • 10+ years in heavy machinery design, reliability design, and maintenance
  • Up to 15% travel

Qualified Applicants must be legally authorized for employment in the United States. Qualified Applicants will not require employer sponsored work authorization now or in the future for employment in the United States.


Preferred Knowledge/Skills, Education, and Experience

The following knowledge/skills, education, and experiences are preferred but NOT required to be considered for this position.

  • Masters or Ph.D in Engineering or related technical field; Masters in Business Administration
  • 5+ years wind industry experience
  • Six Sigma, LEAN certification
  • PMP certification
  • Active member in IEC 61400 subcommittees

What makes you the right candidate?

  • You are a challenge finder – and can create a cross-functional network of individuals to resolve complex problems
  • You are a listener, and can be a ambassador for our site’s issues and improvement suggestions
  • You are comfortable and have a tolerance to uncertainty
  • You instill confidence in your employees and become a resistance barrier to stress
  • You have excellent written and oral communication skills
  • You’re capable of modifying your behavior to react objectively to concerns and conflict situations
  • You’re an emotionally intelligent person
  • You promote diversity in the workplace



*All positions that involve usage of a company vehicle, applicants must have a valid Drivers License.*



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.

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

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