Associate Client Service Manager (ACSM) – Smart Buildings - SE Zone

Job Description

Who designs your future? You do.

Are you looking for a career where you can showcase your technical aptitude and passion for problem solving to ensure your customers can work in a comfortable, safe, and energy-efficient environment? Then look to Siemens!

Join our team! Recognized by Fortune as World’s Most Admired Companies 2020

Our Culture:

At Siemens, we live and foster an ownership culture, in which every employee takes personal responsibility for our company's success. We trust and empower our leaders to act as owners, direct their teams, and innovate to succeed. We communicate openly and honestly to learn from our failures and celebrate our successes. We recognize individual and team achievements frequently. We invest in our team members, offering a wide variety of internal and external development opportunities.

What you will do for Siemens Smart Infrastructure:

Our Smart Buildings help to create efficient, safe, responsive, and responsible environments. Our aim isn’t just about improving buildings; it’s about creating perfect places that improve peoples’ lives. This position establishes the foundation for our customer’s service and digital experience by focusing on account management, installed base (iBase) administration, and maintenance planning.

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Overall service delivery account management responsibilities

• Serves as the customer’s trusted, reliable service delivery point of contact.
• Monitors delivery of services, from set-up through renewal and expansion. Identifies any concerns and reports them to proper Client Service Manager.
• Fulfills service contract obligations.
• Ensures customer expectations are met, and issues are resolved in a timely, effective manner.
• Escalates customer issues to assigned Operations Manager and / or Supervisor as necessary.
• Achieves service contract financial, customer satisfaction, pull through and retention goals.
• Supports the execution of digitalization and standard service operations strategies.
• Develops strong working relationships with internal and external customers, identify needs and resolve issues
• Works with multiple internal customer success team members to ensure coordinated delivery. This includes Service Sales, iBase Administrator, Client Service Manager, Service Coordinators, Renewal Coordinator, Onsite Specialists and AM Digital Service Center.

Tactical onboarding and delivery responsibilities

• Ensures service agreement is onboarded in a timely manner (e.g. sales to ops turnover; iBase creation; maintenance plan creation; service portal activation).
• Works closely with Client Service Administrator – Maintenance Planner to complete the maintenance plan; finalizes the plan with customer.
• Participates in the development of a master schedule to deliver services, using both the Branch and AM Digital Service Center.
• Ensures full scope of services are delivered on-time at a high quality level.
• Documents value of services to customers and makes recommendations; specifically analyzes, formalizes and draws conclusions of service reports for customers.
• If the Field Quote Center is not in place for a particular branch, reviews service work orders / inspections reports for deficiencies and generates proposals.
• If the Field Quote Center is in place, reviews FQC proposals, presents to customer and manages execution.
• Leads Quality Assurance activities.
• Utilizes Service Portal to review services provided and offerings.

Ongoing customer engagement responsibilities

• In conjunction with Sales, develops overall account strategies to achieve the customer’s business goals, leveraging Proven Outcomes with digitalization as well as the entire service offerings & product portfolio across all disciplines.
• Develops relationships within the customer’s organization and exhibits strong customer service skills
• Identifies customer needs and makes prioritized recommendations for service agreement maintenance deficiencies, adds, upgrades, and escalations.
• Renews assigned service agreements on time and with minimal 3% escalation.
• Perform other duties as assigned.

Required Education and Experience:

§ Knowledgeable in business processes, standard practices, tools, and financial systems within Branch Service operations.

§ Overall understanding of building management systems and products in automation, fire detection and security applications as applicable are preferred.

§ Technical school or Associates degree (2 year) preferred, although a combination of education (High School or GED required) and experience will also be considered.

§ If you do not have a degree as noted above, you must have a minimum of 2 years of experience of industry knowledge and experience with one or all of the following: Fire & Sprinkler, and Security systems.

§ Understand development of maintenance planning.

§ SAP experience preferred.

§ Good verbal and written communications skills. Skilled in the PC applications and in the use of word processing and spreadsheet programs.

§ Ability to use Siemens technology and devices.

Proven track record of achieving or exceeding company goals for assigned position

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.

Benefits:
• Competitive salary based on qualifications
• Health, dental, and vision plans with options
• Matching 401(k)
• Competitive paid time off plan, holidays, and floating holidays
• Paid parental leave
• Company cell phone and laptop
• Extensive product training and professional career development
• Education and tuition reimbursement programs available
• Overtime, on-call pay, and company uniform and vehicle for eligible positions

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, creed, religion, ancestry, national origin, sex, sexual orientation, gender identity, age, marital status, family responsibilities, pregnancy, genetic information, domestic partner status, disability, weight, height or AIDS/HIV status, protected veteran or military status, other categories protected by federal, state, or local law, and regardless of whether the qualified applicants are individuals with disabilities.

*LI-GEP

Organization: Smart Infrastructure

Company: Siemens Industry, Inc.

Experience Level: Experienced 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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