Back Office Support Operator at Siemens

Job description
Job ID: 264711

Job Grade: 09

What Are The Responsibilities Of The Role

• Receive customers calls / information any kind
• Allocate service incident
• Forward if not an service incident to the respective department
• Enter service incident into ERP (SPIRIDON) system
• Check SLA, contract condition, warranty, creditability information
• Receive and distribute ticket / notification number as required
• Forward service incident to respective technical support (TSE) in time and w/o any delay
• Escalate to Customer Care Center Manager when resource is not available
• Enter service reports into ERP (SPIRIDON) system after receiving it from the field force.
• Monitor the service report return from the field force.
• Escalate to Customer Care Center Manager when report is not returned in defined time frame
• Monitor daily Customer Care Center operation (Notification Monitor Screen)
• Escalate to respective operational group (tech-support / dispatch / logistics) if required
• Generate daily performance reports as defined
• Monitor customer satisfaction on every finished service on daily bases
• Generate daily performance reports as defined
• Support operational group (tech-support / dispatch / logistics) in administrational work
• Ordering of spare parts/ creating order numbers/escalations of spare parts to Germany
• Main focus is the maintenance of the customer database (e.g. I-base) with the ERP system (SPIRIDON)
• Receive on demand system data from CS HQ and customer data from project management and update ERP-System
• Update customer database in case the data, components (IVK) or software releases are changed during an installation (MI), service incident (MS), and/or modification (MU)
• Preplan any preventative maintenance activities according system specification, contractional conditions and customer requirements.
• Receive confirmation from customer and schedule final appointments together with CSR / TSE
• Receive required system modifications from CS HQ
• Preplan any modification activities and coordinate parts ordering according country quota together with Service Logistics
• Receive confirmation from customer and schedule final appointments together with CSR / TSE
• Receive on demand required installation data from project management
• Preplan any installation activities and coordinate with project management
• Schedule and dispatch final appointments together with TSE / Project management
• Monitor all activities related to installation, PM and modification
• Generate weekly performance reports for management
• Generate monthly I-base development reports for management

What do I need to Qualify for the position?

Relevant qualification and experience.

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 as we will use this data to review your suitability for the role.

Siemens is dedicated to quality, equality, and valuing diversity, and we welcome applications that reflect the diversity of the communities within which we work.