IT Complaint and Escalation Manager

A Snapshot of your Day

As an IT Complaint and Escalation Manager, you will be responsible for overseeing the management of customer complaints and escalations, ensuring that issues are resolved efficiently and effectively. You will work on Escalation and drive them end-to-end, and manage a dedicated team, focusing on enhancing customer satisfaction and loyalty by addressing concerns promptly and implementing solutions. Your role will involve analyzing complaint data, assessing the complaints, and driving the resolution in collaboration with respective technical groups. On a governance level, you need to identify trends and areas for improvement, collaborating with various departments to drive service excellence, and ensuring that all processes align with company standards. You will also develop and maintain standard operating procedures for complaint handling and escalation processes, ensuring that all team members are trained and equipped to deliver exceptional service. Your user-centric approach will be vital in fostering a culture of continuous improvement and accountability.

How You’ll Make an Impact

• Customer Advocacy: Champion the voice of the customer, ensuring their concerns are heard and addressed in a timely manner.
• Operational Excellence: Manage the complaint resolution process, continuously improving workflows and reporting results to the organization.
• Data Analysis: Utilize complaint data to identify trends, root causes, and opportunities for service enhancement.
• Collaboration: Work closely with various departments and external partners to ensure effective resolution of complaints and escalations including setting up meetings, coordinating, and sending management summaries.
• Training & Development: Provide training and support to team members on best practices for complaint handling and escalation management.
• Process Improvement: Develop and implement strategies to enhance the complaint management process, ensuring compliance with industry standards.

What You Bring

• 6–10 years of experience in complaints and escalation management within a large enterprise environment.
• Proficient in ITSM tools, especially ServiceNow.
• Willingness and ability to work during European business hours.
• Strong understanding of customer service principles and escalation management processes.
• Demonstrated success in resolving complex customer complaints and escalations.
• Excellent communication, decision-making, and problem-solving abilities.
• Proven skills in stakeholder management and effective cross-functional collaboration.
• Relevant training or certification in customer service management or complaint resolution is advantageous.
• Reporting and data visualization skills using tools like Power BI or Tableau are desirable.

About the Team

You will be part of Operational Control Center (OCC), a dedicated team focused on operational excellence and execution of IT processes. This team is responsible for managing and optimizing IT & OT services, ensuring that they meet the needs of the organization and its stakeholders. We provide an atmosphere to learn & develop your skills in an agile and flexible work environment. Check out this video to learn more about Siemens Energy: https://bit.ly/3hD9pvK

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 global team is committed to making sustainable, reliable, and affordable energy a reality by pushing the boundaries of what is possible. We uphold a 150-year legacy of innovation that encourages our search for people who will support our focus on decarbonization, new technologies, and energy transformation.

Our Commitment to Diversity

Lucky for us, we are not all the same. Through diversity we generate power. We run on inclusion and our combined creative energy is fueled by over 130 nationalities. Siemens Energy celebrates character – no matter what ethnic background, gender, age, religion, identity, or disability. We energize society, all of society, and we do not discriminate based on our differences.

Rewards/Benefits

• Remote/flexible work
• Supportive work culture
• Continual learning through the Learn@Siemens-Energy platform
• A wide range of professional development opportunities in a global company.

https://jobs.siemens-energy.com/jobs