Manager of Software Delivery and Customer Care

Schenectady, New York
04 Oct 2016
29 Oct 2016
Oil and Gas
Contract Type
Full Time
Division Energy Management (EM)
Job Type Regular

Business Unit Digital Grid Solutions & Services
Job Time Full-Time

Functional Area ENG - Engineering
Experience Level Mid Level

Req ID 157155
Required Education Bachelors Degree or equivalent experience

Location NY - Schenectady, TX - Houston
Required Travel 20%

Division Description
Siemens is a global technology powerhouse that has stood for engineering excellence, innovation, quality, reliability and internationality for more than 165 years. As a global technology company, Siemens is rigorously leveraging the advantages that this setup provides. To tap business opportunities in both new and established markets, the Company is organized in nine Divisions: Power and Gas, Wind Power and Renewables, Energy Management, Building Technologies, Mobility, Digital Factory, Process Industries and Drives, Healthineers and Financial Services.

The Siemens Energy Management Division is one of the leading global suppliers of products, systems, solutions, and services for the economical, reliable, and intelligent transmission and distribution of electrical power. The portfolio includes facilities and systems for the low-voltage and distribution power grid level, smart grid solutions and high-voltage transmission systems.

For more information, please visit:

Job Description
The Manager of Delivery and Customer Care directs cross-functional and international teams focused on the delivery of a technical project, program, service and/or solution from initial design and offer through delivery, as well as post delivery support, specifically around power system simulation software.

We seek a candidate with a proven track record of managing quality driven System Deployment and Customer Care in a strong matrix organization. The successful candidate will report to the Global Head of the Software Team.
The role is to globally manage the Deployment Resources and the Customer Care program/team, define and maintain relevant KPIs, driving a "best in class" Customer focused team mentality. This includes directing resources in a matrix structured organization and coordinating the efforts of team members across currently 3 international locations (US, Germany and Austria). The position would be located in either Schenectady, NY, or Houston, TX.
Specific Tasks
• Drive systematic Software Testing approaches, including extending Test Automation, and plan/staff the system tests for both product development and system deployments
• Administer and drive quality of the Power System Simulation Software Customer Care system and program to "best in class" level by closely managing customer care cases and continuously improving customer satisfaction.
• Develop, maintain, and improve KPIs relevant to Customer Care and System Testing.
• Develop and deliver progress reports and presentations to internal/external stakeholders, including C-level executives surrounding the area of responsibility.
• Coach, mentor, motivate and supervise team members, contractors, and influence them to take positive action and accountability for their assigned work.
• Work closely with Sales and Marketing department and other subject matter experts to ensure effective responses to customers' requests.

Required Skills
• Proactive personality, creative decision-making abilities and \"can-do\" attitude with a strong customer focus.
• 8+ years of successful experience with complex commercial software or system integration projects, preferably in the Power System Software arena
• software system testing, preferably in the Power System Software arena
• managing and directing a customer care team and the system
• Strong leadership, technical, oral and written English communication skills, must be able to demonstrate their presentation skills
• Bachelors degree in electrical engineering, power systems engineering, computer science, industrial systems engineering or equivalent
• Travel required: 20%

Preferred Knowledge/Skills, Education, and Experience
• Electric utility experience is highly desirable
• SCRUM Master and/or PMP certification is highly desirable
• Advanced degree MAY be substituted for experience, where applicable
• German language skills would be beneficial, but is not mandatory

Siemens Corporation is a U.S. subsidiary of Siemens AG, a global technology powerhouse that has stood for engineering excellence, innovation, quality, reliability and internationality for more than 165 years.

Siemens Energy Management Division
The Energy Management (EM) Division of Siemens is the one-stop supplier of sophisticated energy management technology across the entire energy conversion chain - from power transmission right through to the customer - and makes it possible to adapt power grids to future demands, through modernization and capability enhancement. Our technology simplifies the control of power grids and ensures an economic, reliable, intelligent, highly-available and efficient grid operation.

One of the business units in the EM Division is Digital Grid, which brings to market solutions that over time, are scalable and compliant with industry standards for interoperability and security. We are making the Digital Grid a reality by partnering with utilities and cities to implement their Digital Grid visions.  We have major locations in Minneapolis, MN;  Foster City, CA; Schenectady, NY; Houston, TX; and Wendell, NC.  

We are looking for the best talent to shape the technology of the future. Come build your career in one of the best companies in the world!
Siemens encourages qualified long-term unemployed individuals to apply for open positions.

Offer of employment with Siemens is conditioned upon the successful completion of a background check and drug screen, subject to applicable laws and regulations.

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, disability status, marital status, family responsibilities, pregnancy, genetic information, sexual orientation, gender expression, gender identity, transgender, sex stereotyping, protected veteran or military status, and other categories protected by federal, state or local law.

EEO is the Law:
Applicants and employees are protected under Federal law from discrimination. Click here to learn more.

Pay Transparency Non-Discrimination Provision:
Siemens follows Executive Order 11246, including the Pay Transparency Nondiscrimination Provision. Click here to learn more.