Job Title

Smart infrastructure from Siemens makes the world a more connected and caring place – where resources are valued, where impact on the world is considered, where sustainable energy is delivered optimally and efficiently. It provides the flexible infrastructure to allow society to evolve and respond to changing conditions. Technology and the ingenuity of people come together to be at one with our environments and to care for our world. We do this from the macro to the micro level, from physical products, components, and systems to connected, cloud-based digital offerings and services. Siemens offers a broad portfolio of grid control and automation; low- and medium-voltage power distribution, switching and control; and building automation, fire safety and security, HVAC control and energy solutions.JOIN US! WE MAKE REAL WHAT MATTERS. THIS IS YOUR ROLEWhat will your responsibilities be?You lead a team that provides Hotline support for Protection and Automation products and applicationsYou and your team is responsible for providing support to customers and internal Siemens functions in different countriesYou coordinate the activities of the team for after sales support to customers, as well as field service team to ensure prompt resolution of customerYou drive excellence in providing service to customers by establishing clear objective and timely monitoring of incident resolutionYou are responsible for contributing to QM&GCC strategy of continuously improving customer care process and ensure implementation agreed roadmap actionsYou support conceptualizing and ensuring use of Artificial Intelligence (AI) to develop customer self service as well as for internal process improvementsYou support your team to develop skill set for IoT products related to PATogether with your team, you critically analyze the incidents and when required coordinate with R&D, PLM functions for resolutionYou support in developing skills and knowledge of your team in order to improve service quality to customersYou will qualify and will be nominated as a trainer for Power AcademyYou will be part of Global Customer Care for PA leadership teamKPIs will be Ticket Response time Ticket Resolution time Customer Satisfaction Index YoY ticket reductionYou will drive a high performance team and cultureWhat requirements are we looking for? Bachelor's degree or higher in Electrical Engineering15+ years of experience of working with Protection and Automation Products and their applications including field service supportExperience of working in the area of substation automation will be beneficialYou have experience of leading a team with high performance cultureYou possess good communication (speaking and writing) skill in EnglishYou are proficient in communicating with Customers across different hierarchiesWE DON'T NEED SUPERHEROES, JUST SUPER MINDS!WE’VE GOT QUITE A LOT TO OFFER. HOW ABOUT YOU?We’re 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 welcome applications that reflect the diversity of the communities we work in across Gender, LGBTQ+, Abilities & Ethnicity. All employment decisions at Siemens are based on qualifications, merit and business need. Bring your curiosity and imagination, and help us shape tomorrow.Find out more about Smart Infrastructure at: and about Siemens careers at: /careers