Network Operations Manager

Here at Siemens, we take pride in enabling sustainable progress through technology. We do this through empowering customers by combining the real and digital worlds. Improving how we live, work, and move today and for the next generation! We know that the only way a business thrive is if our people are thriving. That’s why we always put our people first. Our global, diverse team would be happy to support you and challenge you to grow in new ways. Who knows where our shared journey will take you?

Siemens eMobility® solutions is shaping the market with innovative Electric Vehicle (EV) charging technologies. We are dedicated to driving an open and accessible market for electric vehicles, as well as planning and implementing secure grid connections to enable further growth of EV adoption.

We are seeking a Network Operations Manager for our Wendell NC location. The Network Operations Manager’s primary responsibility is to direct the operations and monitor efficiency of Customer Support staff and processes to ensure stability of the organization’s customer support infrastructure. The Network Operations Manager provides overall expertise in the network operations functions and drive resolution to emerging topics in the eMobility customer support ticketing system. This critical role within our organization will help ensure our customers receive prompt, efficient, and effective service to maximize customer satisfaction and loyalty. This position may have the ability to work remotely from your home office near a major East Coast or Southeast airport.

As a Network Operations Manager for eMobility you will be responsible for:

• Strategy & Planning- Ability to define, implement and enforce the organization’s network operations processes
• Leadership – Provide guidance, critical issue path, and forward thinking to the global EV team on customer support, tools, and processes.
• Resource Management – Direct and mentor Customer Support team to ensure high responsiveness and effective operation. Manage tools, systems, and procedures to ensure effective management of issues and enhance customer happiness.
• Operational Management – Network Operations Manager will provide technical guidance related to the overall health and maintenance of the global EV Charging population. This position will oversee tier-2 and 3 critical issue support and act as the point of contact for all inquiries from leadership and other managers.
• Reporting – Develop and implement Key Performance Indicators (KPI’s). Consolidate Network Operations reporting and present to leadership.

YOU WILL WIN US OVER BY HAVING THE FOLLOWING QUALIFICATIONS:

Basic Qualifications:

• Bachelor’s degree in engineering, information technology, project management or related fields
• 3+ years experience in the following:
  • Owning the resolution of sophisticated customer issues
  • Customer support, client-facing project management or customer account management experience
  • Forming relationships with multiple internal partners from various departments
  • Assessing priorities, using critical thinking skills, and time management skills to deliver favorable outcomes
  • Self-motivated, validated problem solving abilities, continuous improvement and decision-making skills
  • Utilization of a large database such as Salesforce.com
  • Excellent communication skills
• 1+ years working knowledge/ experience with manufactured electrical products
• Ability to travel domestically once per quarter (10%)
• Ability to work in the US without sponsorship now or in the future

Preferred Qualifications:

• Technical background with electrical equipment
• Working knowledge of EV charging solutions
• Prior experience as an electrical products engineer
• Collaboration with global partners
• Strong ability to remain calm in advanced situations, providing solutions/ favorable outcomes
• Customer satisfaction mind-set
• Call center/ technical support center experience

You will benefit from:

• Siemens offers a variety of health and wellness benefits to employees. Details regarding our benefits can be found here: https://www.benefitsquickstart.com/siemens/index.html.
• The pay range for this position is $73,500 – $126,000. The actual wage offered may be lower or higher depending on budget and candidate experience, knowledge, skills, qualifications and premium geographic location.