Siemens Services Manager in Detroit, Michigan

Services Manager

Locations:Detroit, Michigan

Job Family: Engineering

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English (US)

Job Description

Division: Digital Factory

Business Unit: Product Lifecycle Management

Requisition Number: 212636

Primary Location: United States-Michigan-Detroit

Assignment Category: Full-time regular

Experience Level: Senior level

Education Required Level: Bachelor's Degree

Travel Required: 25%

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, Healthineers and Financial Services.

The Siemens Digital Factory Division offers a comprehensive portfolio of seamlessly integrated hardware, software and technology-based services in order to support manufacturing companies worldwide in enhancing the flexibility and efficiency of their manufacturing processes and reducing the time to market of their products.

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

Job Description:

Position Overview:

The Customer Success team is looking for an innovative, hands-on

engineer or manager with proven business acumen wishing to take a

career step into operations management. In this role, the successful

candidate will be a passionate and active contributor to our innovative

customer success strategy ensuring that customers continue to receive

best-in-class support through scalable processes and at the same time.

Siemens PL continues to benefit from adoption and expansion of software

licenses from the Simcenter portfolio through intelligence gathered

from data-mining techniques.

As part of the management team of the global Customer Success team, The Services Manager will manage the operations associated with the team to advance and harmonize processes, services, metrics, reports, across the global entity. Manage and lead the future development of the customer portal as part of the overall customer experience using any new technologies and applications that will deliver efficient processes to our customers and internal

users. This will involve:

  • Harmonization and standardization of processes, reports, metrics, and tools globally.

  • Maintaining, improving, and adding to the applications and featureswithin the customer portal.

  • Interfacing with other teams and acquisitions as well as external vendors.

Responsibilities:

The position holder will be responsible for providing business

information to Senior Management and discussing interpretation of data

from, primarily, Salesforce.com and associated systems including

customer portal and communities. The jobholder will spend a large

proportion of time managing the ongoing development, deployment and

strategic vision of the Siemens PL customer portal and its contents as

well as interlinked Salesforce.com processes. The role includes

assisting in driving the usage of the portal and its contents

internally and externally, developing and analyzing business process

reports from the portal and Salesforce.com, communicating and reporting

intelligence, customer trends, case analysis and associated metrics to

senior management. Key areas of analysis include customer behavioral

analysis to assist with sales campaigns, portal usage and client

adoption, and related information as needed. There will be an

expectation to travel 10% of the time.

Responsibilities include:

● Creation and analysis of innovative Customer Support reports and

dashboards in Salesforce.com.

● Identification of customer and case trends including gathering and

prediction of sales opportunities from data analysis.

● Communication and discussion of report data with Senior Management

teams.

● Product management of the customer portal and its integration with

Simcenter product and Customer Success strategy.

● Work with other team members to deliver new functionalities in the

customer portal on time, in scope and in budget.

● Identify and help prioritize truly innovative portal features that

deliver a competitive advantage, an exceptional user experience, and

help drive Customer Loyalty.

● Collate business requirements and develop user interface.

specifications, manage product releases through to completion.

● Work closely with internal and/or external teams of developers, UI/

UX professionals, graphic designers, Q/A experts, and marketers—driving

the product deliverables at all phases of the product cycle.

● Market intelligence – be the expert on your product and how the

product performs against customer expectations and demands; be the

expert on your competition and how to dominate through industry leading

applications and tools.

● Sales/Support enablement – assist in the communication of the value

proposition of the portal to internal teams including, sales,

marketing, and engineering services. Also assist in the development of

sales and training tools to support the adoption and usage of the

portal.

● Communication of your passion for customer experience, voice of customers

and marketing fundamentals.

● Develop and present recommendations to increase effectiveness of

customer portal adoption, retention and usage programs.

● Report to VP Global Customer Success but work closely with managers

from Sales, IT, Product Management, for functional requirements

Qualifications:

● Engineering background with Customer Success experience is preferred.

● Sales experience and understanding of sales strategy would be

beneficial.

● Experience with using Salesforce.com, Customer portals to drive

business goals.

● Bachelor's degree in Engineering or related field.

● Minimum of 5 years’ experience in Customer Success type operations.

● Proven written and verbal communication skills.

● Proven teamwork skills.

● Ability to work independently with limited supervision from

requirements to development to delivery.

● Efficiently work under pressures and deadlines.

● Familiarity with the Software Development Life Cycle (SDLC), agile

and waterfall development.

Preferred Knowledge/Skills, Education, and Experience :

● Knowledge of detailed report creation in Salesforce.com.

● Knowledge of Force.com and Apex programming.

● Experience conceptualizing and managing online portals.

● eCommerce experience.

● UI design and usability experience.

● Experience with current and emerging intranet and extranet portal

technologies.

● Experience with web based solutions, virtualization and application

development.

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 .