Reports to: Regional Director Benelux

Our Mission

At Siemens eMobility Charging, we are accelerating the transition to sustainable mobility through reliable, innovative charging infrastructure solutions. Our service organization plays a critical role in ensuring that customers can depend on our charging networks every day.

We are looking for a hands-on, customer-focused leader who thrives in a dynamic technical service environment and is passionate about delivering operational excellence.

The Opportunity

As Manager Customer Service, you will lead a multidisciplinary team of Field Service Engineers, Service coordinators and Account Managers, responsible for delivering exceptional service to our customers.

This is not a desk-based management role. You are expected to be close to the operation, visible to customers and employees, and actively involved in resolving escalations, removing operational obstacles, and driving service performance.

You will own customer satisfaction, service delivery, field operations, safety, team development, and operational excellence across the Benelux region.

What Success Looks Like

In this role you will:

• Build trusted relationships with key customers.
• Build and strengthen service organization.
• Ensure safe, efficient, and high-quality execution of field activities.
• Improve service KPIs, uptime, and customer satisfaction.
• Develop and coach a motivated team of service professionals.
• Drive continuous improvement across service processes and customer support.

Key Responsibilities

Operational Leadership

• Lead the daily operations of the Customer Service and Field Service organization.
• Ensure effective planning and execution of preventive and corrective maintenance activities.
• Monitor and improve service KPIs, including response times, resolution times, system uptime, customer satisfaction, and operational efficiency.
• Ensure effective workforce utilization and resource planning.
• Develop field service engineering field team
• Drive operational excellence and continuous improvement initiatives in the service department
• Ensure process adherence with Siemens standard Service processes
• Collaborate with Service HQ team to create best comprehensive Service experience for the customer

Customer Leadership

• Serve as the senior escalation point for customers.
• Engage directly with customers to understand challenges, resolve complex service issues
• Drive improvements based on customer feedback, SLA performance, and service metrics in the day-to-day service operations.
• Build long-term customer relationships based on trust, transparency, and delivery.

Safety & Compliance

• Act as an advocate for Siemens' safety culture.
• Ensure compliance with Siemens SHEQ standards, industry regulations, and customer requirements.
• Fulfill the responsibilities of an Instructed Person (IP) where applicable.
• Ensure safe execution of work by employees and subcontractors.
• Maintain operational and documentation compliance standards.

What You Bring

• 7+ years of experience in customer service, field service, technical operations, or service delivery management.
• Proven experience managing technical service teams.
• Experience in electrical infrastructure, EV charging, industrial automation, energy, utilities, or a comparable technical environment.
• Experience handling customer escalations and strategic customer relationships.
• Strong understanding of electrical systems and technical service delivery.
• Knowledge of maintenance methodologies, troubleshooting, commissioning, and field operations.
• Experience working with service management, workforce management, and asset management systems.
• Ability to balance technical depth with business and customer needs.
• Customer focused
• Operational excellence.
• People development.
• Strong decision-making capabilities.
• Emotional intelligence and stakeholder management.
• Continuous improvement mindset.
• Ability to perform effectively in a fast-paced and changing environment.
• Bachelor's degree in Electrical Engineering, Technical Business Administration, Industrial Engineering, or a related discipline.
• Relevant technical certifications are considered an advantage.
• Fluent Dutch and English, both written and spoken, additional Benelux languages are a plus.

Why Join Siemens eMobility?

This is a unique opportunity to lead the service organization behind one of the fastest-growing sectors in the energy transition. You will combine customer engagement, technical leadership, operational management, and people leadership while making a direct impact on the future of sustainable mobility across the Benelux.

You don't just manage service delivery—you own the customer experience.

@(Recruitement) Agencies: We are not engaging with recruitment agencies or search firms for this position. Unsolicited profiles, CVs, or candidate referrals submitted by agencies will not be accepted and will not be subject to any placement fees. Thank you for your understanding.