Customer Service Manager

Mission of the Function:
Ensure market development, customer satisfaction and growth with achievement of annual financial targets while leading the building blocks for future customer service organization with effective change management

Job Profile:
Primary responsibility includes P/L for customer services business segment for Electrification and Automation Business Unit for Smart Infrastructure Business

Deliver on profitable growth of service business (Orders, Revenue, Profits and Cash as main KPIs)

Ensure operational efficiency and market share growth in services and transforming customer services into future oriented model of digitally enabled services and growing verticals (high growth areas)

Country Service Strategy: Develop and implement 5-year Service Strategy for all portfolio elements. o Demonstrate growth mindset to become the benchmark in the market. o Gain market leadership by driving local initiatives and support of HQ. o Enable collaboration and leverage larger organization (BU and beyond) to increase CS business.

Operational management:
Constantly evaluate and reinvent current sales and operations setup for gradual shift in approach towards more agile and lean organization.

Pursue process excellence for consistent improvement in customer experience

People leadership:
Lead, Motivate and encourage your team towards larger strategic vision.

Ensure proper succession plans and development of talents. Increase the competence level of team to ensure availability of resources with respect to long term strategy.

Service Culture:
Establish and promote customer service within the business unit and externally with customers. Make service business as an attraction for talent growth and retention.

Transform the organization - driving the Service Push strategy and transforming the organization towards digital enabled service models such as consulting, energy efficiency, digitally enabled service contracts.

Capabilities:
Ability to communicate in customer’s language - Bring in vertical perspective.

Experience in working with verticals for e.g. o Infrastructure (e.g. Utilities, Power Distribution companies, Smart Cities, Large Campuses etc.) o Industries (e.g. Automotive, Data Centers Food and Beverage, Chemicals, Oil and Gas, etc.)

Business development / Sales experience within Distribution Systems or Electrical Automation systems for Industries and Infrastructure sector. Experience in Product lifecycle management, or Strategy will be added advantage

Experienced management and leadership across various business areas and preferably leadership experience across service organizations

Strong analytical ability to develop planning and forecasting models for regional business unit integration and sales systematics for sales growth

Experience and knowledge about developing partner management strategies and ecosystem Demonstrated history of change management and Startup mentality

Strong technical experience and interest in electrical and automation products / systems / services.

Essential Pre-requisites:
More than 10 years of work experience with a degree in business or engineering

Excellent communication skills with demonstrated experienced as a sales leader or project lead Previous experience with working in a matrix setup. (Regional setup and close collaboration with HQ)

Previous exposure to foreign cultures.

Experience with different business and communication styles.

Knowledge about project or service business line
**Organization**: Smart Infrastructure
**Company**: Siemens, S.A. de C.V.
**Experience Level**: Experienced Professional

**Job Type**: Full-time