Job Family: Customer Services
Req ID: 408880
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 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 3 rd shift (10 PM to 6 AM) position at the Siemens Central Monitoring Station (CMS).
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
5 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
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 $54,390 - $93,240. 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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