• This role will manage a team that directly supports customer service activities to achieve the goals set by Siemens Service management • Goals include driving the customer experience through Medallia, reducing cost impacts through key TBL initiatives, improving the customer support through strategic changes to Teamplay Fleet management, overflow performance management, and analytical improvements to uncover opportunities for improvement • Function independently to plan and manage the SO AM Operations Team • Ensure implementation of and adherence to policies and methods for customer service activities • Ensure customer satisfaction through proactive management feedback tools, identifying opportunities for improvement • Ensure business compliance through accurate documentation of service activities • Utilize the appropriate level of proficiency in root cause analysis and Lean methodologies • Strong familiarity with Call Center Operations, metrics and statistics • Ensure close cooperation and communication between the RSC and Field staff to maximize customer experience through key initiatives • Support quarterly SO AM RSC reviews with performance data and presentations • Provide business visibility to financial impact of key initiatives • Regularly meet with the SO RSC leadership team to confirm and ensure compliance with current dashboards. • Manage the complaint process when deemed necessary • Ensure maximum level of customer-centric focus is applied in all aspects of business management