IT Complaint and Escalation Manager
Siemens Energy
Oversee IT complaints/escalations, lead team, analyze data, improve processes
8 days ago ago
Intermediate (4-7 years), Experienced (8-12 years)
Full Time
Gurugram, Haryana, India
Office Full-Time
Company Size
91,000 Employees
Service Specialisms
Engineering
Project Management
Consulting
Turnkey
Technical Services
Design
Construction services
Manufacturing
Sector Specialisms
Utilities
Independent Power Producers
Transmission System Operators
Oil and Gas Industry
Energy-Intensive Industries
Power Generation
Heat Generation
Thermal Power Plants
Role
What you would be doing
complaint resolution
process improvement
data analysis
team training
cross‑functional
customer advocacy
- Operational Excellence: Manage the complaint resolution process, continuously improving workflows and reporting results to the organization.
- Training & Development: Provide training and support to team members on best practices for complaint handling and escalation management.
- Process Improvement: Develop and implement strategies to enhance the complaint management process, ensuring compliance with industry standards.
- Collaboration: Work closely with various departments and external partners to ensure effective resolution of complaints and escalations including setting up meetings, coordinating, and sending management summaries.
- Data Analysis: Utilize complaint data to identify trends, root causes, and opportunities for service enhancement.
- Customer Advocacy: Champion the voice of the customer, ensuring their concerns are heard and addressed in a timely manner.
What you bring
servicenow
power bi
tableau
problem solving
stakeholder management
escalation management
- Relevant training or certification in customer service management or complaint resolution is advantageous.
- Reporting and data visualization skills using tools like Power BI or Tableau are desirable.
- 6–10 years of experience in complaints and escalation management within a large enterprise environment.
- Excellent communication, decision-making, and problem-solving abilities.
- Proven skills in stakeholder management and effective cross-functional collaboration.
- Demonstrated success in resolving complex customer complaints and escalations.
- Proficient in ITSM tools, especially ServiceNow.
- Strong understanding of customer service principles and escalation management processes.
- Willingness and ability to work during European business hours.
- Remote/flexible work
- Supportive work culture
- Continual learning through the Learn@Siemens-Energy platform
- A wide range of professional development opportunities in a global company.
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Interview process
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Security clearanceInformation not given or found
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Company
Overview
- Offers cutting-edge solutions across the energy value chain.
- Evolved into a global leader in energy innovation from pioneering technologies.
- Plays a crucial role in accelerating the world's transition to a low-carbon future, focusing on sustainable energy production.
- Broad portfolio includes gas turbines, power plants, renewable energy systems like wind and solar, supporting the shift to cleaner power.
- Known for highly specialized solutions, from energy storage to grid optimization, helping utilities and industries thrive sustainably.
- Major projects include large-scale renewable energy plants, carbon capture initiatives, and smart grid solutions that help stabilize the power supply.
- Behind some of the world's most innovative and efficient energy technologies, driving change on both small and large scales.
- Distinct for its ability to combine legacy power systems with the latest advancements in renewable energy, shaping the future of power.
- We embrace sustainability and environmental responsibility.
- We deliver excellence and innovation in everything we do.
- We act with integrity, fairness, and transparency.
- We respect the diversity of people, cultures, and perspectives.
- We are agile and adaptive, finding new ways to innovate and improve.
- We collaborate with customers, colleagues, and partners to achieve shared goals.
Net Zero by 2050
CO2 Emissions Target
Aiming to achieve net zero CO2 emissions by 2050.
45% Emissions Cut
Reduction by 2025
Targeting a 45% reduction in CO2 emissions by 2025, compared to 2019 levels.
- Aims to lead the energy transition by providing cleaner and more efficient energy solutions.
- Focuses on reducing operational impact by investing in sustainable technologies.
- Portfolio includes products and services to help customers reduce emissions and improve energy efficiency.
30% women
Leadership Goal
Target to increase women in leadership positions.
- Aims to achieve a 50/50 gender balance in their global workforce by 2030.
- Focused on building an inclusive and diverse workforce, prioritizing equal opportunities for all employees.
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