Job
Description
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 reliably 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. Job ID Customer Care Engineer Location Switchboard Factory, Kalwa Department SI EA QM&GCC AIS&SD THA Classification Non-Senior Management Grip Position Level As per Experience Level Type of employment Permanent/Full-time Job Role: As a Service Engineer, it is your responsibility to handle customer complaints as Level 2 in a ticket management tool. Clarify the cases and communicate the solutions via the tool with the contact persons in the region, Order Manager and Customer. Follow up on the complaints regularly in timely manner and ensure that the cases are processed quickly. Analyse the complaint and plan necessary actions for mitigation. Identify cause of defect and communicate internally to develop awareness. Escalate complex or critical issues to Level 3 in Quality Management. Maintain close cooperation and collaboration with other departments such as Quality Management, Operations, Logistics, Order Management, etc. Support our Customers and Service Technicians on site by providing remote support, sending technicians to the customer's site, or delivering spare parts. In case of critical issues, it is requiring visiting Customer site for investigation, collect all data for further analysis and arrive at an resolution in consultation with QA/QM, R&D or Operation team. Abel to learn from experience, understand and handle abstract concepts, and use knowledge and experience to make informed decisions. In addition, you will create documentation for service assignments and be able to create repair method statement, videos for our assignments etc. Assist to conduct Product Training courses for Medium Voltage Switchboard & Circuit Breakers at Kalwa location for Customers, Channel Partners & Franchisee Partners. EHS Management in Service Activities and EHS Regulation implementation to drive Zero Harm Culture at all levels. Job Profile: Must have successfully completed technical training in the field of Electrical Engineering, Mechanical Engineering, or a Comparable field. 7-8 Years of professional experience in Technical Customer Support or a similar role, ideally in the Medium Voltage Switchboard Industry. Possess very good knowledge in the field of Medium Voltage Switchboard Testing, Production and Service of Medium Voltage Circuit Breakers. Sound knowledge about Medium Voltage Systems and Engineering. In addition, you have strong communication skills and the ability to communicate Technical Solutions in an understandable way, in English and local Languages. Fluent in written and spoken English. Able to prepare formal Technical Reports and Official Letters to Sales / Customer. You drive topics forward independently, have a high level of motivation, are assertive and can communicate empathetically. Initial experience in dealing with customer complaints and Engineering solution would be a preferred. Willing to travel Domestic and International Customer sites as and when required. About Us We're Siemens. A collection of over 372,000 minds building the future, one day at a time. We're dedicated to quality and equality, and we welcome applications that reflect the diversity of the communities we work in. Bring your curiosity and imagination and help us shape tomorrow. Want to join us and be a Future Maker? We are looking forward to receiving your online application. Please ensure you complete all areas of the application form, to the best of your ability to help us review your suitability for the role.
