Job Description

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Service Manager

Siemens founded the new business unit Siemens Advanta (formerly known as Siemens IoT Services) on April 1, 2019, with its headquarter in Munich, Germany. It has been crafted to unlock the digital future of its clients by offering end-to-end support on their outstanding digitalization journey. Siemens Advanta is a strategic advisor and a trusted implementation partner in digital transformation and industrial IoT with a global network of more than 8000 employees in 10 countries and 21 offices. Highly skilled and experienced specialists offer services which range from consulting to craft & prototyping to solution & implementation and operation \xe2\x80\x93 everything out of one hand!

This is your role. What part will you play?

\xc2\xb7 Responsible for communication with key customers, the sales organization and key management staff on the status of support services and critical accounts within the assigned geography

\xc2\xb7 Creates reports and statuses to review with sales executives on their Services business and develops plans and activities that technical support can execute to assist customer and prospects

\xc2\xb7 Proactively addresses any issues impacting the effectiveness service and customer perceptions of deficiencies with respective stakeholders.

\xc2\xb7 Provides team leadership and mentoring of other team members.

\xc2\xb7 Ensure timely, professional and effective communication with the customer and internal executives

\xc2\xb7 Manages the remediation process and technical resources by facilitating cross departmental collaboration, coordinates the end-to-end customer experience and owns the internal and external communications. Acts as customers and account team\xe2\x80\x99s primary contact during critical situations

\xc2\xb7 Works with the technical specialists to manage the escalation and resolution of problems and incidents.

\xc2\xb7 Rotation based 24x7 coverage - Must be available to work weekends and holidays on an on call or rostered shift basis.

\xc2\xb7 Initiates and facilitates the discussion with customer and respective resolution stakeholders during critical issues. Ensures timely, professional and effective communication with the customer and internal groups from both the technical and management perspectives

\xc2\xb7 Oversees top tier customer critical account technical support situations to ensure all elements of technical support are progressing to issue resolution

\xc2\xb7 Develops and delivers executive communication to customer and internal stakeholders on status of critical Service Requests.

\xc2\xb7 Provides ongoing status updates to Team Lead and Management

\xc2\xb7 Escalates issues/risks quickly for mitigation

\xc2\xb7 Responsible for overall service operations.

\xc2\xb7 Manage resources effectively to ensure that services are delivered as required.

\xc2\xb7 Manage the delivery of the service effectively.

\xc2\xb7 Manage and ensure compliance to SLA\xe2\x80\x99s.

\xc2\xb7 Drives incident and problem management.

\xc2\xb7 Leads and participates in projects relating to the continuous improvement

We don\xe2\x80\x99t need superheroes, just super minds

\xc2\xb7 Bachelor\'s degree in engineering

\xc2\xb7 8-13 years of experience with relevant experience in managing teams.

\xc2\xb7 Demonstrated problem-solving ability and results orientation

\xc2\xb7 Excellent communication and team management skills

\xc2\xb7 Should be good with conflict resolution and management

\xc2\xb7 Strong interpersonal and leadership skills

\xc2\xb7 Experience working in cross functional relationships, strong influential and communication skills.

Note: Lob Location is open for both Bangalore and Chennai

Make your mark in our exciting world at Siemens.

This role is based in Bangalore. You\xe2\x80\x99ll also get to visit other locations in India and beyond, so you\xe2\x80\x99ll need to go where this journey takes you. In return, you\xe2\x80\x99ll get the chance to work with teams impacting entire cities, countries \xe2\x80\x93 and the shape of things to come.

We\xe2\x80\x99re Siemens. A collection of over 379,000 minds building the future, one day at a time in over 200 countries. We\'re dedicated to equality, and we encourage applications that reflect the diversity of the communities we work in. At Siemens we are always challenging ourselves to build a better future. We need the most innovative and diverse Digital Minds to develop tomorrow \xe2\x80\x98s reality.

Find out more about the Digital world of Siemens here:

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