14 days old

Director, Customer & Technical Services

Buffalo Grove, IL
**Director, Customer & Technical Services**

Locations:Buffalo Grove, Illinois

Job Family: Customer Services


English (US)

**Job Description**

**Division:** Building Technologies

**Business Unit:** Control Products

**Requisition Number:** 221649

**Primary Location:** United States-Illinois-Buffalo Grove

**Assignment Category:** Full-time regular

**Experience Level:** Senior level

**Education Required Level:** Bachelor's Degree

**Travel Required:** 10%

**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:**

This position is responsible for building, maintaining, and improving effective Technical Support and Customer Services teams for internal and external CPS customers while increasing customer satisfaction.

**Core Responsibilities:**

Directs and oversees all aspects of Technical Support and Customer Service organizations policies, objectives, and initiatives.

Demonstrates knowledge of fundamental concepts, practices, and procedures for work groups.

Demonstrates understanding and application of supervisor approaches for work direction motivation, performance management and disciplinary action.

Initiates actions to improve customer satisfaction in terms of response time, problem resolution, work flows, reporting relationships and work flow.

Develops service level standards focused on response times and customer satisfaction.

Establishes policies and procedures that produce high quality support delivery and that reflect industry KPI.

Ensures that systems are in place and are utilized to capture and report on service metrics, including (but not restricted to) any customer feedback trends in product and/or service issues.

Align customer service activities and initiatives to support and enhance the objectives across BG and FP.

Manages a departmental sub-function within a broader departmental function.

Deep knowledge of the managed sub-function and solid knowledge of the overall departmental function.

Develop and maintain training, methodologies and policies in conjunction with the teams to constantly improve effectiveness and customer NPS.


+ Bachelors or Masters Degree in Electrical/Software Engineering/Management or similar and/or equivalent experience. MBA preferred.

**Work Experience:** **10+ years of related managerial experience.**

**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 .


  • Customer Service
  • Engineering
  • Financial Services
  • Legal

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Buffalo Grove, IL

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Buffalo Grove, IL

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