Customer Service Manager

About INNIO Group:

INNIOGroupis aglobaldistributed energy solutions provider that delivers reliable flexible transient decentralizedmodularand efficient power.Witha track recordofinnovation INNIO designs manufactures and services highperformance power systemsunder its Jenbacher and Waukesha brands.The company delivers power for applications including data centers microgrids grid stabilization industrialenergyand gas compression.

INNIO operates a global installed baseacross approximately100 countriesas of December 31 2025 supported by a resilient highmargin services business that delivers longterm recurring revenues across the full equipment lifecycle. As electricity demand acceleratesdriven by AIelectrificationand grid constraintsINNIO enables scalable behindthemeter power generation with high efficiency fast start capability strongtransientperformanceand fuel flexibility including hydrogenready solutions. INNIO employsover5000 people worldwide and is committed to moving energy forward.

Role Summary:

The Customer Service Manager (CSM) works closely with our Channel Partners and end user customers to build strong supportive relationships with them and their personnel across their assigned region. The CSM will work closely with the channel Partners within their region to support growth of their Waukesha business and will leverage branch-level channel connections to support Waukesha commercial initiatives including assessing channel capabilities assisting in the CPR KPI monitoring at the local branch level and assisting the sales team in the launch of aftermarket marketing campaigns. The CSM will work with all functions within INNIO to facilitate transactions for the Partner in parts fulfillment warranty fleet programs and technical issue resolution.

Location:

This is a remote position that must be based in the state of Texas with a preference in the Midland TX area.

In this role you will be responsible for:

• Have ownership and oversight for services execution for assigned Partners while working across all internal functions and in conjunction with Partners personnel to support parts fulfillment warranty fleet programs issue resolution technician training systems training and installed base support
• Assist with onboarding and offboard of channel Partners and assist in the channel audit program
• Support assigned Partners with service parts inquiries quote assistance parts/engine research systems training and other actions that help drive incremental parts order volume
• Ownership of all assigned Partner service project / contract related execution
• Coordinate support from local and remote teams to respond to inquiries on a timely basis
• Support region Sales and Service team in execution of sales strategy for new units and services
• Support execution of Partners flow parts orders and revenue plan
• Help to identify Partner and end user opportunities and shortfalls and work with regional team to drive actions to meet plan
• Assist Service Sales Manager in demand creation of new regional CM&U (Conversion Modifications & Upgrades) project opportunities or multi-year agreements as needed
• Work with regional Sales team and Partners to identify and support regional channel Partner growth strategies including but not limited to aftermarket campaigns
• Act as primary liaison for questions/concerns between end customer Partner and HQ resources
• Accelerate RCA resolution by proactively supporting internally to move organization towards conclusion
• Support finance team in cash collection activities and Partner follow up as needed
• Support NPS (net promoter score) survey and inputs to Scorecard process to measure Partner performance and end user feedback

Your Profile:

• Bachelors Degree from an accredited college or university with a minimum of 5 years of experience in a customer facing role and technical background or equivalent knowledge / experience
• Minimum of 3 years of professional experience in a customer service key account support contract and/or project management role in gas compression and/or power generation industry
• Minimum of 1 year of experience working with Oracle ERP system
• Ability and willingness to travel up to 30% primarily within the assigned regions
• Self-motivated with ability to multitask and manage various customer events and activities simultaneously while working remotely
• Strong customer and interpersonal communication skills both written and verbal
• Ability to work effectively and influence within cross functional teams
• Computer knowledge and experience in MS Office Outlook Excel etc.
• Ability to learn and adapt to new systems quickly
• Passionate customer service orientation and customer advocate
• Fluent in English