Job Family: Customer Services

Req ID: 435373

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 thrives 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?  

Our Smart Buildings help to create efficient, safe, adaptable, and responsible environments. Our aim isn’t just about improving buildings; it’s about creating perfect places that improve people’s lives.

The Senior Security Service Specialist performs remote setup, analysis, and troubleshooting on Security Systems and Devices, Subscription Cloud Services, and Access Control/Video Systems while providing initial solutions to issues on service and installations. You will be connecting customer sites to the Remote Service Center and interface with Service Specialists, Zone Technical Experts (ZTE)s, and customers.

As a Senior Security Service Specialist, you will:

• Provide Technical expertise for all security subscription services to include cloud access control, cloud video, weapons detection, and any IOT Health and Performance software systems

• Provide Remote Support on Siemens digital services such as System Performance Monitoring (SPM), Advance Proactive Services (APS), available cloud services, as well as IOT Health Monitoring services available using cRSP (remote) based connectivity methods

• Provide Digital Onboarding & Digital Services to internal and external customers during normal business hours

• Provide Troubleshooting support to Siemens employees and Customers

• Handle Responsive, Preventive, and Proactive maintenance calls

• Setup initial maintenance requests and corrective action tasks for Data Driven Services and provide product software maintenance support

• Maintain detailed activities, records, and service reporting documentation for customers

• Run diagnostic tools, performance tools and customer reports

• Administer online data base backup tools and reports

• Work with customer IT administrators to explain and install Siemens tools used to pull data from customer networks or tools used to access Siemens systems to perform corrective or preventive maintenance

• Work with ZTEs to develop and share technical solutions

• Maintain technical expertise on all products, tools, and gateways through continuing education initiatives

• Provide remote technical support for Siemens and approved 3rd party product line card systemsbullet points of overall responsibility – what will that person have to accomplish in this role

You will make an impact with these qualifications:

Basic Qualifications:

• 3 years field experience installing and/or servicing Cloud Software, SaaS, Access Control, VMS, Video Cameras, and other Integrated Security Systems

• Advanced knowledge of networks and networking systems

• Knowledge of benchmarks and KPIs related to the Security Industry

• Preferred Industry Certifications: SiPass (Siemens), SiVeillance (Siemens), SWH, Genetec, Lenel

• Excellent knowledge of NFPA and NEC Codes

• Strong customer service relationship building & communication skills needed to be assertive in acquiring the necessary information to aid internal & external clients

• Top-level customer satisfaction and service focus, with good organizational, interpersonal, and verbal and written communication skills

• High school diploma or state-recognized GED.

• Knowledgeable in Microsoft Office, PC, and business software systems (i.e. SAP), and telephone call handling. Ability to manage a high call volume and respond within time constraints

• Ability to work independently

• Legally authorized to work in the United States on a continual and permanent basis without company sponsorship

Preferred Qualifications:

• 5 years field experience installing and/or servicing Cloud Software, SaaS, Access Control, VMS, Video Cameras, and other Integrated Security Systems

You’ll benefit from:

• Siemens offers a variety of health and wellness benefits to our employees. Details regarding our benefits can be found here: https://www.benefitsquickstart.com/siemens/index.html

• The pay range for this position is $63,980 - $109,680. The actual wage offered may be lower or higher depending on budget and candidate experience, knowledge, skills, qualifications and premium geographic location.

Ready to create your own journey?  Join us today and help create a better #TomorrowWithUs!

About Siemens:

We are a global technology company focused on industry, infrastructure, transport, and healthcare. From more resource-efficient factories, resilient supply chains, and smarter buildings and grids, to sustainable transportation as well as advanced healthcare, we create technology with purpose adding real value for customers.

Our Commitment to Diversity, Equity, and Inclusion:

We value your unique identity and perspective. We are fully committed to providing equitable opportunities and building a workplace that reflects the diversity of society. Come bring your authentic self and create a better tomorrow with us. Learn more about our commitment to DEI here (https://www.siemens.com/us/en/company/environmental-society-governance/diversity.html) .

Protecting the environment, conserving our natural resources, fostering the health and performance of our people as well as safeguarding their working conditions are core to our social and business commitment at Siemens. They are an integral part of our Business Conduct Guidelines and our corporate strategy.

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Equal Employment Opportunity Statement

Siemens is an Equal Opportunity and Affirmative Action Employer encouraging diversity in the workplace. All qualified applicants will receive consideration for employment without regard to their race, color, creed, religion, national origin, citizenship status, ancestry, sex, age, physical or mental disability unrelated to ability, marital status, family responsibilities, pregnancy, genetic information, sexual orientation, gender expression, gender identity, transgender, sex stereotyping, order of protection status, protected veteran or military status, or an unfavorable discharge from military service, and other categories protected by federal, state or local law.

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Applicants and employees are protected under Federal law from discrimination. To learn more, Click here (https://www.dol.gov/ofccp/regs/compliance/posters/ofccpost.htm) .

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