Siemens Operations Supervisor - Building Automation Service - Haywad CA in Hayward, California
Operations Supervisor - Building Automation Service - Haywad CA
Job Family: Customer Services
Division: Building Technologies
Business Unit: Field Operations
Requisition Number: 212156
Primary Location: United States-California-Hayward
Assignment Category: Full-time regular
Experience Level: Mid level
Education Required Level: High School Diploma / (GED)
Travel Required: 5%
The Siemens Building Technologies Division is the North American market leader for safe and secure, energy-efficient and environmentally-friendly buildings and infrastructure. As a technology partner, service provider, and system integrator, Building Technologies has offerings for fire protection; life safety; and security as well as building automation; heating, ventilation, and air conditioning (HVAC); and energy management. Since 1995, Siemens has helped to modernize nearly 7,000 buildings worldwide, including important American landmarks such as World Trade Center Memorial, Times Square Building, Carnegie Hall, Walt Disney World and the Mount Vernon Estate.
For more information, please visit: http://www.siemens.com/businesses/us/en/buildingtechnologies.htm
Core Expectations for Service Specialist Supervisor:
· Specialist Supervisor shall communicate effectively with specialists and with internal team.
· Specialist Supervisor shall meet with their assigned specialist quarterly and work on overall service delivery execution with each individual Specialist.
· Specialist Supervisor shall train and develop their assigned Specialists.
· Specialist Supervisor shall have a GAP analysis for training of all assigned Specialists.
· Specialist Supervisor shall actively plan the specialists training path and have documentation on all current up to date trainings of individual Specialists.
· Specialist Supervisor shall support internal team on scheduling the Specialists in the Service Department.
· Response Time to customers and Specialists
o Phone calls returned within 1 business day
o Text message responses within 4 hours
o E-mail responses within 3 business days
· Schedule Support:
o Specialist Supervisor shall work with internal team to schedule Specialists on all work in Service Department.
o Specialist Supervisor shall communicate to PM or SAE as soon as they are made aware that a scheduled day on a project or contract was moved or re-scheduled.
o Specialist Supervisor will support in identifying specific technical competencies for individual Specialists.
· Complete Communication:
o Complete communication on issues with negative impact means that we communicate both the issueand the next course of action.
o This does not mean wait until we have a fully comprehensive solution (though we should always strive for this), before we communicated with the customer or affected party. It means that we state the issue clearly and our next step action to address to contain and address the situation, even the answer is “I’m gathering all the information and will provide an update by ….”
· Specialist Supervisor shall know and understand all assigned Specialists utilization target and help to manage them to meet their target.
· 5200 & T&M:
o Specialist Supervisor is responsible on assigned 5200 jobs and T&M quotes to coordinate work and then to have job billed by the end of the month.
o Specialist Supervisor is responsible to have all assigned Specialists SAP time entered in each day and Form Central time entered in weekly.
o Specialist Supervisor is responsible to forecast training budget every FISCAL year and manage to that budget through the year for all scheduled training and costs.
· Development Plans:
o DP Plans:
§ Specialist Supervisor shall work with all assigned Specialists to create and monitor development plans that are established.
§ Specialist Supervisor shall effectively communicate with Specialists what their career path is and what are expectations for their chosen path.
o Training Plans:
§ Specialist Supervisor shall set forth a training plan for all assigned Specialists.
§ Specialist Supervisor shall set up a plan for continuing training on specific tools or products to maintain knowledge which is already been obtained through formal training.
§ Specialist Supervisor shall have a training matrix for all assigned Specialists to show what training is complete and what training is scheduled.
§ Specialist Supervisor shall develop a mentor program for each assigned Specialist.
o Work Order Facilitator/Back-Ups:
§ Specialist Supervisor shall develop and maintain work order format for service contracts and projects.
§ Specialist Supervisor shall ensure that all back-ups for contracts are up to date and filed away.
o Resource Management:
§ Specialist Supervisor is responsible for opening new requisitions based on manpower tool and forecast of the overall service business.
§ Specialist Supervisor is responsible for obtaining or hiring new resources as needed according to forecasts and back log of the overall service business.
§ Specialist Supervisor is responsible to make sure new hires go through orientation and have all tools and safety equipment required for the job.
§ Specialist Supervisor is responsible to make sure all assigned Specialists are current with all their required training, Wheels, Safety, Compliance etc.
§ Specialist Supervisor will meet to review PMP targets twice a year and provide feedback with each assigned Specialists.
o Resource Meeting:
§ The Resource Meetings are intended for Specialist Supervisors, SAE’s and PM’s to coordinate their resource requirements at least 2-4 weeks ahead of the work start dates.
§ It is intended as a weekly focal point to engage in productive discussion about resource requirements and work collectively as a team to address them.
§ Either the PT OM, Service Agreement Team Operations Manager, or BAU Service Operations Manager shall manage the meeting to ensure participation by the attendees according to the expectations below.
· Specialist Supervisor,SAE’s and PM’s come to the meeting prepare to discuss their resource requirements.
· Full participation in the meeting is required. This means open laptops are prohibited during the meeting (with the exception of the service coordinator).
· Side discussions show disrespect to the other attendees and will not be tolerated.
· Disengaging smart phone use will also not be tolerated.
§ Attendance is mandatory for Specialist Supervisor.
o Material Ordering:
§ Specialist Supervisor is expected to know the lead time for all materials that need to be ordered on projects or T&M.
· Feedback on Resource Performance:
o Any feedback either positive or negative of resources shall be provided directly to that resources Manager according the feedback expectations set for BAU Service.
o Feedback provided must clearly describe the situation and implications. General statements will not be accepted as valid feedback and cannot be acted upon.
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 .