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Request and Complaint Management Expert
Siemens
posted 11d ago
Job Role Insights
Flexible timing
Key skills for the job
Job Description
- We are seeking a skilled Service Request Manager and Complaint Manager to lead strategic improvements in service request management and Complaint processes, ensuring efficiency, service quality, and alignment with organizational goals. You will collaborate with stakeholders to streamline workflows, analyze trends, and implement innovative solutions to enhance user satisfaction and operational excellence.
- Optimize Service Request and Complaint Processes: Oversee and continuously improve service request management performance in a multi-provider environment.
- Analyze Trends: Leverage data and reporting to identify inefficiencies, root causes, and areas for improvement in service request and complaint handling.
- Proactive Problem-Solving: Address critical areas affecting process execution and user experience, ensuring smooth and effective operations.
- Collaboration Standardization: Work with stakeholders across related processes to design standardized, reusable solutions that maximize efficiency and effectiveness.
- Quality Assurance: Ensure the timely and high-quality resolution of service requests and complaints, while driving improvements in tools and processes.
- Escalation Support: Act as the operational escalation point for process-related queries, collaborating with management to resolve complex issues.
- KPI Oversight: Monitor and manage key performance indicators (KPIs) to track and improve service request delivery.
- Guidance Training: Provide support and expertise to teams to help them address problematic areas and adopt best practices.
- Global Compliance: Ensure compliance with Siemens-wide standards for service request management and Complaint across global and local operations, as well as external providers.
- Service Integration: Oversee the end-to-end management of service integrations for new applications or services into ServiceNow, including service design, setup, and catalog items.
- ServiceNow Development: Lead agile development initiatives to customize the ServiceNow Service Request Management and Complaint module to meet evolving business needs.
You re excited to build on your existing expertise, including :
- At least 2 years of professional experience in the area.
- Strong verbal and written skills.
- Advanced English language (mandatory).
- Ability to build long-term relationships with internal colleagues and external providers
- Team player and enjoy working in an international and cross-functional team
- Working knowledge of ServiceNow environment.
- Ability to work independently and take decisions where necessary
- Good analytical and reasoning skills.
- Familiarity with Service Desk environment.
- Multitask in fast paced, evolving environment.
- Familiar with IT outsourcing contracts, SLA / KPI s.
- Soft Skills (Communication and Relationship management):
- Good negotiation skills.
- Passion for customer service.
- ITIL Certifications are a plus.
Employment Type: Full Time, Permanent
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Flexible timing
Monday to Friday
No travel
Day Shift
Siemens Benefits
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Flexible Work Options and Hybrid Work Models Employee Engagement Health & Wellness Career Development
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