Head of Expert Response Services (f/m/d) – Switchgear Services (Global Role)
About the Role
Location Germany Bayern Nuremberg Remote vs. Office Hybrid (Remote/Office) Company Siemens Energy Global GmbH & Co. KG Organization Grid Technologies Business Unit Service Full / Part time Full-time Experience Level Experienced Professional This role is specifically global!A Snapshot of Your Day You lead an 15-20-member team in a global remote service support scope for our Switchgear Services across GIS and AIS technologies. Your mission is to deliver performance-based contracts reliably and profitably – meeting SLA, availability, response, and restoration targets; preventing penalties; protecting margins; and enabling renewals. A typical day includes managing 24/7 monitoring and triage across follow‑the‑sun hubs; steering L1/L2/L3 case resolution; partnering closely with Field Services, Engineering, Service Offer and Order Management, Factories, Supply Chain Management, Procurement, Quality, and Finance; and advancing digital capabilities in remote diagnostics, case automation, analytics, and knowledge management.How You’ll Make an Impact
1. Run end-to-end remote support for performance-based contracts by actively managing SLAs and availability, preventing penalties, and ensuring commercial transparency
2. Scale remote first resolution by increasing fix-before-dispatch rates through effective remote support playbooks, clean handoffs to Field Services, and standardized runbooks
3. Develop and implement a comprehensive roadmap to integrate AI into our operations, aligning with industry best practices
4. Strengthen digital enablement by improving monitoring and event handling, condition-based diagnostics, and knowledge reuse, while enhancing data quality and reporting for service development and customer transparency
5. Drive continuous improvement by eliminating root causes, reducing false alarms, and advancing predictive use cases, while embedding lessons learned into standards and training
6. Close value chain interfaces by ensuring effective bid-to-ops handover with Offer/Order Management, aligning spares with supply chain management and factories, and incorporating engineering feedback into knowledge articles and design
What You Bring
7. University degree in Software Engineering or long-term relevant experience in AI-based operations
8. Proficiency with ticket systems, monitoring and diagnostics processes, and knowledge management
9. Proven delivery of performance‑based (outcome/availability) service contracts with SLA governance and bonus/malus models
10. Exposure to predictive analytics for anomaly detection and condition based actions
11. Strong stakeholder management, problem‑solving, and escalation skills; data‑driven improvement mindset
12. Fluent in English, German knowledge is an advantage