Senior Customer Service Manager - Jenbacher Engine NAM
Senior Customer Service Manager - Jenbacher Engine NAM
Posted on :
16-05-2025
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1 Vacancy
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Job Description
Description
The INNIO Advantage:
By combining a rich legacy in the power and gas compression space with pioneering technologyINNIObrings our customers affordable reliable and sustainable energy solutions for today and tomorrow.
We are helping to meet todays energy needs with 64 GW of installed capacity and more than 50000 of our powerful Jenbacher and Waukesha engines which can be found in more than 100 countries. And by harnessing our history of energy industry firsts along with the power of digital innovation we will continue to deliver for the future.
We are looking for the Senior Customer Service Manager for the overall responsibility of Customer Services for our Jenbacher Engine business in North America.
Role Summary :
Responsible for the team of CSMs (Customer Service Managers) the service contracts and ongoing relations with key and significant customers in NAM (North America). Responsible for large and complex regional markets offering significant revenue through complex relationships with key customers or channel partners/distributors. Focused on delivering customer satisfaction meeting contractual obligations and maximizing volume and margin for INNIO service offerings. Knows the customer and contract and acts as the escalation point for all service commercial issues with the customer. Operates in direct and/or indirect markets leveraging the operational INNIO internal resources or those ones of authorized distributors to deliver customer satisfaction. Take on additional service responsibilities or projects that are of strategic importance to the region on a casetocase basis
Essential Responsibilities :
- Manages the team of CSMs in North America (NAM) Responsible for Service Contracts (i.e. CSA MSA) owning the commercial service business responsibility for NAM
- Responsible for larger and more complex markets which may include a mix of direct and indirect customers
- Drive business results and manage excellent customer relationships
- Point of contact and key account function for service commercial escalations for all Customers in NAM and able to interact effectively with Senior internal and external customers
- Cooperate with key distributors to identify and support growth strategies
- Assure timely resolution of customer issues and customer satisfaction
- Identify customer needs and help to develop winning customer centric strategies that integrate customer value creation
- Provide commercial directions to the Field Service Team
- Provide Regional Service Leader with financial projections on transactional service business & periodical sales estimations
- Ensure Field Service Staff Managers are informed of individual service contract performance
- Support and control timely billing and receivables collection
- Improve customer satisfaction focusing on productivity cost control and ontime delivery
- Work with Service Sales Team to maximize the sales opportunity and margin
- Flexibility to attend any other reasonable tasks as required
Qualification Requirements :
- Bachelors or masters degree in business or technical specializations
- Strong customer focus
- Strong commercial background through a commercial education (e.g. Bachelor) and significant experience in a commercial ideally customer facing role ideally in Energy or Power Gen industry
- Technical understanding of engines ideally reciprocating engines
- Business acumen understands P&L metrics and ability to deliver against targets
- Ability to establish priorities
- Ability to cope with pressure
- Independent decisive leader
- Strong communicator and facilitator
- Kean to learn & grow every day to deliver world class service in a very dynamic environment
- Willingness to travel up to 20%
- Ability to build and maintain relationships with senior internal and business external stakeholders
- Excellent presentation development and broader communication skills that turn concepts into effective structured messages for nontechnical internal and external decision makers
- Ability to represent the company formally and informally to influence internal and external stakeholders
- Demonstrated ability to work collaboratively with crossfunctional teams and manage multiple priorities
- Ability to coordinate with support functions internally with a high level of independency
- MS office knowledge specifically high excel level Experience in working with ERPSystems e.g. Oracle ERP Knowledge of accounting principles and contractual legal frameworks
INNIO offers a great work environment professional development challenging careers and competitive compensation. INNIO is an Equal Opportunity Employer. Employment decisions are made without regard to race color religion national or ethnic origin gender (including pregnancy) sexual orientation gender identity or expression age disability veteran status or any other characteristics protected by law.
Required Experience:
Manager
Employment Type
Full Time
Key Skills
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