Customer Satisfaction Manager

3 semanas atrás

Amadora, Portugal Siemens Energy Tempo inteiro

Experienced Professional

**A Snapshot of Your Day**

The Operational Monitoring and Governance (OMG) team is a vital part of the CTS organization, responsible for customer care, process and tools improvements and governance, focused on customer satisfaction. With 8 people around the globe, we are constantly looking for service excellence. On a regular day, you will have to communicate with stakeholders and manage global improvement projects in a very collaborative way.

For more information about CTS, please visit:
**How You’ll Make an Impact**

THE SE GS D GSO CTS OMG team is looking for a Customer Satisfaction Manager to lead exciting projects that support CTS’s growth and Customer Satisfaction. An experienced, enthusiastic, collaborative professional would make the perfect fit for our team.
- Be the point of contact of CTS team to all regions and customer facing representatives
- Provides voice of the client needs/competitive intelligence, market drivers and buying influences for the development of new product and service offerings
- Set project goals and milestones and plan to meet them, based on customer satisfaction
- Explore new routes to market for CTS services and products
- Create detailed project plans for approved projects and maintain and disseminate those plans while providing regular status updates
- Develop monthly status reports to GSO senior management
- Execute strategies that deliver RDS and OSD on schedule and within budget
- Generating plans and coordinating team resources to ensure delivery of service, including running regular review sessions with the different RDS and OSD teams and key stakeholders to track project and task status
- Conduct risk assessments for projects to identify, document, and communicate risks and issues
- Investigates and evaluates specific digitalization business opportunities for the client related product and service portfolio. Qualifies opportunities to determine bid strategy and solution
- Manage internal stakeholder’s expectations
- Manage CTS digitalization budget and track monthly cost per supported unit
- Keep excellent communication with the team and stakeholders
- Collaborate with the team on process improvement and optimization initiatives, implement post-implementation reviews to solicit feedback on lessons learned
- Assist on intake of requests from the business to understand and clarify scope, priority, and schedule

**What You Bring**

A strong background of service commercialization, customer communication, as well as experience with marketing and sales tool and methodologies
- 6+ years of experience with sales / marketing / commercialization
- Bachelor’s in engineering, Business administration or associated fields
- Master’s level education in energy systems or associated fields are preferred
- Proficiency with Sales Force and Project Management tools and methodologies
- Experience with risk management, resources management, project timeline management
- Strong background in optimization, automation, and improvement projects
- Must be customer focused and be able to demonstrate leadership, problem solving / decision making in a high-pressure environment.
- Appreciation of Siemens international Customer base, their respective cultural diversity, and an ability to communicate in more than one language would be a distinct advantage.
- Be analytical. Open & Inclusive. Pragmatic. Big-picture thinker.
- Excellent written and verbal communication skills are essential demonstrating the ability to communicate at all levels of the organization, along with commercial appreciation.
- Initiative and be a flexible self-starter, working with mínimal direction.
- Ability to analyze information and provide reports and feedback to project team members and management.
- Able to present information in a clear manner to the project team and management.
- A good understanding of the Power Generation Services business in the Distributed Generation market, including but not limited to: customers, regional set-up, strategy, business processes, especially as these businesses/customers/markets/processes relate to digitalization.

**About The Team**

The Customer Technical Services (CTS) team combine operation and improvements of digital tools for remote diagnostics and 24/7 help desk for 3 products: Aeroderivative Gas Turbines, Medium Gas Turbines and Small Gas Turbines customers to increase reliability, availability, and efficiency The team plays a crucial part in helping customers to help them understand the opportunities that digitalization can provide.

**Who is Siemens Energy?**

At Siemens Energy, we are more than just an energy technology company. We meet the growing energy demand across 90+ countries while ensuring our climate is protected. With more than 92,000 dedicated employees, we not only generate electricity for over 16% of the global community, but we’re also using our technology to help protect people and the environment.

Our Gas Service

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