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Project Manager, Customer Service

2 weeks ago

Montréal, Canada Siemens Full time

**Change the future with us.**

We are looking for dedicated and talented people who tackle ever-changing challenges, customer needs, and questions from colleagues with clever concepts and creativity. We embrace change and work with curious minds re-inventing the future of work. Join us and let us focus together on what’s truly important: making lives better with new ideas and the latest technology around the world.

**Why you’ll love working for Siemens**
- Freedom and a healthy work
- life balance
- Embrace our flexible work environment with flex hours, telecommuting and digital workspaces.
- Solve the world’s most significant problems - Be part of exciting and innovative projects.
- Engaging, challenging, and fast evolving, cutting edge technological environment.
- Opportunities to advance your career and mentorship programs on a local and global scale.
- Competitive total rewards package.
- Profit sharing available.
- Rewarding vacation entitlement with the opportunity to buy and sell your vacation depending on your lifestyle.
- Contribute to our social responsibility initiatives focused on access to education, access to technology and sustaining communities and make a positive impact on the community.
- Participate in our celebrations, social events and offsite business events.
- Opportunities to contribute your innovative ideas and get paid for them
- Employee perks and discounts.
- Diversity and inclusivity focused.

Siemens is proud to be an eight-time award winner of Canada’s Top 100 Employers, Canada’s Greenest Employers 2022, Canada’s Top Employers for Young People 2022, and Greater Toronto's Top Employers 2022.

Siemens Mobility is seeking a **Project Manager Customer Services** to lead the maintenance and service operations of an assigned **diesel-electric trainset fleet** across all life cycle phases. In this role, you will oversee the **strategic planning, execution, and performance management** of a multi-location **Technical and**Maintenance Support and Spare Parts team** to ensure **compliance, safety, performance, and reliability** in alignment with the **Technical Support and Spares Supply Agreement (TSSSA).**

You will act as the **primary customer interface**, managing key stakeholders while ensuring fleet compliance with **rail regulations, industry standards, and Siemens policies**. This position holds **full responsibility for Siemens' maintenance support services**, including **personnel, spare parts, and financial performance** across **multiple locations in Quebec and Ontario**.

As **Project Manager Customer Services**, you will manage **scope, schedule, budget, and risk**, ensuring contract deliverables are met while driving continuous improvement and customer satisfaction. You will report to **Executive Management in the Canadian and US organization of Siemens Mobility**, who provide **strategic oversight, but you will have full autonomy in achieving project objectives.** The role requires **flexibility and frequent travel** due to the contract's nature.

**Key Responsibilities**

Project & Performance Management
- Lead and manage the entire service delivery project, ensuring that contractually defined KPIs (reliability, availability, safety, etc.) are met.
- Develop and execute project plans, aligning Siemens' service priorities with customer expectations and contractual obligations.
- Manage scope, schedule, and budget, identifying risks and implementing mitigation strategies.
- Ensure compliance with safety, quality, and regulatory requirements, including OSHA Law and CFR-49 regulations.
- Prepare and present regular progress reports, both internally and externally, ensuring transparency on contract performance.

Customer & Stakeholder Engagement
- Act as the primary point of contact for customer stakeholders, ensuring all formal and informal requests and concerns are addressed.
- Host regular meetings with executive, senior management and customers, aligning on service performance, risk mitigation, and improvement strategies.
- Develop and maintain strong relationships with internal and external partners, ensuring seamless service execution.
- Manage contractual obligations and change requests, ensuring compliance and alignment with customer needs.

Team Leadership & Organizational Development
- Build and lead a high-performing Trainset Maintenance Support and Spare Parts Services Team - around 30 direct reports -, including resource planning, recruitment, and training to ensure competency.
- Supervise Siemens Team Leaders and Technicians, as well as temporary personnel, ensuring optimal performance.
- Promote a safety-first culture (Zero Harm) by implementing and enforcing EH&S policies at all operational levels.
- Ensure the safety of personnel, equipment, and depot infrastructure under Siemens' responsibility.

Operational & Maintenance Oversight
- Monitor service delivery, track KPIs, and implement corrective actions to maintain and improve contract performance.
- Ov