Senior Service Management Specialist

21 hours ago


Jakarta, Jakarta, Indonesia PT Siemens Indonesia Full time

Welcome to PT Siemens Indonesia, where you can pursue a rewarding career in service management. Our company strives to empower employees to deliver exceptional service experiences for our customers.

The Senior Service Management Specialist is responsible for leading the Customer Service (CS) Delivery team in Indonesia, focusing on Digital Services transformation for Industry services. This role acts as a key liaison between the local CS Organization and CS SD ASEAN, aligning and developing new capabilities to support customers and service delivery.

Main Responsibilities:
  • Oversee service lines within the Service Delivery team, ensuring alignment with PLM and CRM systems.
  • Develop and implement delivery processes that enhance customer experience and drive continuous improvement in operations and overall service delivery.
  • Translate customer feedback into new capabilities that shift interactions towards Digital Services, fostering a culture of innovation.
  • Communicate effectively with stakeholders regarding workforce planning and partner activities.
  • Manage associated costs, utilization, and productivity within the Service Delivery team, ensuring cost efficiency and productivity targets are met.
  • Collaborate with CS SD ASEAN on new portfolio rollouts and share best practices to drive excellence in service delivery.
Key Performance Indicators:
  1. Customer Satisfaction: Achieve high levels of customer satisfaction and confidence.
  2. Quality: Develop digitalized delivery processes and cultivate skilled experts to drive digital service operations.
  3. Cost Efficiency: Meet CS productivity and utilization targets, ensuring KPIs and customer satisfaction are met.
  4. Service Excellence: Lead and oversee service delivery across Indonesia, ensuring high standards of quality and efficiency.
  5. Team Empowerment: Build and mentor a team of service engineers, managers, and technical specialists.
  6. Service Growth and Innovation: Identify opportunities for service expansion and new business offerings.
  7. Operational Excellence: Ensure efficient execution of service contracts and maintenance projects.
  8. Customer Relationship Management: Maintain strong relationships with key customers in Indonesia.
  9. Cross-Functional Collaboration: Partner with Sales, Project Management, Engineering, and other departments to ensure seamless service delivery.
  10. Performance Management: Monitor and analyze key service metrics and KPIs in Indonesia.
  11. Risk & Issue Management: Identify and mitigate risks associated with service delivery.

We value diversity and inclusivity in our workplace and strive to provide equal opportunities for all employees.



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