15 days old
2018-02-062018-03-18

Director, Central Monitoring and Customer Service Center - Building Technologies - Dallas, TX

Siemens
Irving, TX
**Director, Central Monitoring and Customer Service Center - Building Technologies - Dallas, TX**







Locations:Irving, Texas







Job Family: Customer Services







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English (US)







**Job Description**







**Division:** Building Technologies



**Business Unit:** Region Americas



**Requisition Number:** 221609



**Primary Location:** United States-Texas-Irving



**Assignment Category:** Full-time regular



**Experience Level:** Senior level



**Education Required Level:** High School Diploma / (GED)



**Travel Required:** 15%







**Division Description:**







Siemens is a global technology powerhouse that has stood for engineering excellence, innovation, quality, reliability and internationality for more than 165 years. As a global technology company, Siemens is rigorously leveraging the advantages that this setup provides. To tap business opportunities in both new and established markets, the Company is organized in nine Divisions: Power and Gas, Wind Power and Renewables, Energy Management, Building Technologies, Mobility, Digital Factory, Process Industries and Drives, Healthcare and Financial Services.







The Siemens Building Technologies Division is the world market leader for safe, energy efficient and environmentally friendly buildings and infrastructure. As a technology partner, consultant, service provider, system integrator and product supplier, Building Technologies offers fire protection, security, building automation, heating, ventilation and air conditioning (HVAC) and energy management products and services.







For more information, please visit: http://www.siemens.com/businesses/us/en/building-technologies.htm







**Job Description:**







**Position Overview**







Siemens Building Technologies (BT) is searching for an experienced Director of Customer Support & Monitoring Services for our combined National Customer Support Center (CSC) and Central Monitoring Station (CMS). This position will focus on our 24/7/365 Fire, Security, and Automation Monitoring Services and our Customer Support Center in support of BTs broad installed base in the industrial and commercial building sector. The Director of Customer Support & Monitoring Services will report to the Head of BT Americas Digital Service Center.







**Responsibilities**







Leads the overall operation of a large department in three geographical locations, including implementing BTs monitoring growth business plans and continuously improving on our delivery of services. Manages operational activities on an ongoing daily basis, exercising tight cost control and maximizing price realization in the market place to influence profits. Supports the development of initiatives and programs to ensure the profitable growth and expansion of business. Leads in the implementation and rollout of new monitoring service offerings within the business that are innovative and profitable.







Successfully defines work flows, jobs, cross-training and reporting relationships to obtain optimum effectiveness.







Implements superior strategy and guidelines, and develops/defines functional specific policies, processes and/or methods for corporate, business or regional organization from a commercial and a technical point of view.







Works with other Siemens Departments, including the various BT Segments, to develop new and innovative programs for furthering of the offerings able to be provided and setting Siemens apart from other Central Station offerings.







Ensures obeying regional laws and regulations for Central Station operation.







Ensures a proficient and capable Service workforce to conduct required service tasks in time and quality.







Acts as escalation instance for resolving issues with service delivery and internal units.







Review of KPI's and metrics to ensure customer satisfaction, revenue, # of connections, and adherance to budgets







Responsible for mentoring, developing, and monitoring call center staff. Motivates employees to perform maximum levels.







On-call 24/7 for any emergency situations arising in the call center environment.







Ultimately responsible for the customer satisfaction for both the CMS and CSC.







Typically manages multiple exempt-level and non-exempt level employees in three geographic locations.







Within function, inter-organizational and external contacts.







**Required Knowledge/Skills, Education, and Experience**







Bachelor Degree highly preferred







7+ years work experience in related field







BS/BA in related discipline, or advanced degree, where required, or equivalent combination of education and experience.







**Preferred Knowledge/Skills, Education, and Experience**







Previous experience in Call Center Management







Fire and/or Security Monitoring Domain Expertise







\#LI-KS1







**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.







**EEO is the Law**



Applicants and employees are protected under Federal law from discrimination. To learn more, Click here at https://www.dol.gov/ofccp/regs/compliance/posters/ofccpost.htm .







**Pay Transparency Non-Discrimination Provision**



Siemens follows Executive Order 11246, including the Pay Transparency Nondiscrimination Provision. To learn more, Click here at https://www.dol.gov/ofccp/pdf/pay-transp_formattedESQA508c.pdf .

Categories

  • Customer Service
  • Engineering
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Director, Central Monitoring and Customer Service Center - Building Technologies - Dallas, TX

Siemens
Irving, TX

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Siemens
Irving, TX
US

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