Customer Service Supervisor – 2nd Shift Full Time NEW

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.

Transform the everyday with us!

The Alarm Monitoring Supervisor manages a group of up to ten operators who answer fire, burglary, video, and other alarms, as well as emergency phones. The group interacts directly with customers and fire & police departments across the nation. The Supervisor is responsible for staffing, training, and managing the operations of the shift and ensuring that all alarms, phone calls, and other advisory signals are processed and responded to correctly and expediently. The Supervisor also performs other duties assigned by the CMS Manager or Customer Service Center (CSC) Director.

This is a 2nd shift position at the Siemens Central Monitoring Station (CMS) with the hours of 14:00 – 22:00.

As the Alarm Monitoring Supervisor, you will:

• Lead a team of operators that responds to fire and security alarms at commercial customer sites across the nation.
• Ensure team members are logged in and working at station at the start of their shift and ensure there is adequate staffing on the succeeding shift.
• Set the example for team members regarding all Siemens Practices including the Employee Handbook and ensure shift members are adhering to Siemens Practices including the Employee Handbook.
• Provide employee performance feedback to management and work with manager and Human Resources to address any staff disciplinary situations.
• Monitor performance of all workstations, applications and phone systems and report any discrepancies with the same immediately to the IT department.
• Handle any employee or customer issues that get escalated and notify the management team of any unresolved issues that may need additional oversight.

You will make an impact with these qualifications:

Basic Qualifications:

• High school diploma or state-recognized GED
• 10 or more years of Customer Service or Customer-facing experience
• Legally authorized to work in the United States on a continual and permanent basis without company sponsorship

Preferred Qualifications:

• Supervisory experience in a customer service or call center environment
• Experience in a central monitoring station or 911 call center
• Problem solving and multitasking with monitoring platforms including video, access control and AMS
• Experience monitoring IBS systems (Security Business Network) as well as access control or video monitoring

Ready to create your own journey? Join us today.

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 Equity and Inclusion in our Diverse Global Workforce:

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, while ensuring that we attract the best talent based on qualifications, skills, and experiences. We welcome you to bring your authentic self and transform the everyday with us.

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$62,118 $106,488