Service Project Manager - Process Automation

Job Description

Position Overview

The Service Project Manager (SPM) is responsible for coordinating and managing all aspects of onsite service from order to close out of an order. The SPM is the primary interface between Sales, Operations, and the Customer. Responsibilities cover both planned (preventative maintenance, commissioning, retrofits, and service agreements) and unplanned (emergency, break/fix, and warranty) orders sometimes requiring after hours support.

Overall Responsibilities:

• Manage the overall scope of work including:
  • Labor
  • Parts
  • Equipment
  • Project plans
  • Time and Budget
  • Success criterion
• Communication with customer throughout the order starting with technical review/clarification of customer’s needs required during order planning
• Resource identification (internal and external)
• Maintain communication with FSRs as required throughout order
• Manage material procurement, expediting and Return Material Authorizations (RMAs)
• Develop/manage quotations (unplanned orders)
• Manage warranty orders (internal and external)
• Change order and purchase order management
• Request, verify, and obtain customer acceptance
• Close out order
• Specific Job Tasks and Functions:
• Understand and confirm the customer’s requirements
• Understand and confirm the safety aspects/requirements of the order
• Understand/manage the customer site qualifications
• Verbal/written communication of requirements and deliverables to Field Service Representatives (FSRs) from hand-off to order completion
• Coordination of any job-specific equipment required (test, safety, tools, etc.)
• Coordination of any required training
• Manage service contracts/agreements (block of hours, preventive maintenance, etc.)
• Manage SAP transactions and generate reports
• Lead management and customer requested updates and reviews
• Manage Global Service Platform (GSP) requests
• Provide system updates (SAP, iService, GSP, etc.)
• Review open order status with management (WIP reviews)
• Manage invoice disputes (CAIDs - resolve in 30 days)
• Risk mitigation on all open orders
• Meet customer invoicing requirements
• Perform/document lessons learned

Required Knowledge/Skills, Education, and Experience

• Required education and discipline focus:
• Bachelor’s in Engineering or Business or similar technical discipline from an accredited university or college
• 4 – 5 years’ experience:
• Proven track record with technical customer services
• Hands-on working knowledge of automation products including but not limited to DCS, PLC, HMI, Virtual Machines, and Networks (Client/Server and Domain Server)
• Coordinating teams of people without direct report relationship
• Customer orientation and ability to adapt/respond to different types of characters in difficult situations
• Ability to multi-task, prioritize and manage time effectively
• Excellent communication and presentation skills
• Commercial skills
• Technical proficiency with MSOffice
• Ability to travel up to 10% - 20% for internal and customer requested meetings and support
• Where permitted by applicable law, Siemens may require employees to be fully vaccinated against COVID-19 based on job requirements, and in accordance with an accommodation based on legally protected reasons.

Preferred Knowledge/Skills, Education, and Experience

• Education and focus:
• Project Management training
• Work Experience:
• Field experience (engineering or service)
• Development of engineering and embedded services
• Knowledge, skills, or expertise
• SAP
• MS Project

Organization: Digital Industries

Company: Siemens Industry, Inc.

Experience Level: Mid-level Professional

Job Type: Full-time

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 unrelated to ability, marital status, family responsibilities, pregnancy, genetic information, sexual orientation, gender expression, gender identity, transgender, sex stereotyping, order of protection status, protected veteran or military status, or an unfavorable discharge from military service, and other categories protected by federal, state or local law.
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