Head of Customer Care for Protection Relay and Substation Automation

Head of Customer Care for Protection and Automation

Location: Goa, India

We're improving the way we live and work by intelligently connecting energy systems, buildings, and industries!!

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 ROLE

What will your responsibilities be

• You lead a team that provides Hotline support for Protection and Automation products and applications
• You and your team is responsible for providing support to customers and internal Siemens functions in different countries
• You coordinate the activities of the team for after sales support to customers, as well as field service team to ensure prompt resolution of customer
• You drive excellence in providing service to customers by establishing clear objective and timely monitoring of incident resolution
• You are responsible for contributing to QM&GCC strategy of continuously improving customer care process and ensure implementation agreed roadmap actions
• You support conceptualizing and ensuring use of Artificial Intelligence (AI) to develop customer self service as well as for internal process improvements
• You support your team to develop skill set for IoT products related to PA
• Together with your team, you critically analyze the incidents and when required coordinate with R&D, PLM functions for resolution
• You support in developing skills and knowledge of your team in order to improve service quality to customers
• You will qualify and will be nominated as a trainer for Power Academy
• You will be part of Global Customer Care for PA leadership team
• KPIs will be
• Ticket Response time
• Ticket Resolution time
• Customer Satisfaction Index
• YoY ticket reduction
• You will drive a high performance team and culture

What requirements are we looking for

• Bachelor's degree or higher in Electrical Engineering
• Many years of experience of working with Protection relay and Substation Automation Products and their applications including field service support
• Experience of working in the area of substation automation will be beneficial
• You have experience of leading a team with high performance culture
• You possess good communication (speaking and writing) skill in English
• You are proficient in communicating with Customers across different hierarchies