Customer Service Manager - Jenbacher Engines

By combining a rich legacy in the power and gas compression space with pioneering technology, INNIO brings our customers affordable, reliable and sustainable energy solutions for today and tomorrow.

We are helping to meet today’s energy needs with 64 GW of installed capacity and more than 50,000 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 a Customer Service Manager for our Jenbacher Engine business in the Salt Lake City, UT area

 

Responsible for the Aftermarket contracts and ongoing relations with designated customers in an area/ Country, focused on delivering customer satisfaction, meeting contractual obligations and maximising volume and margin for INNIO service offerings.  

Knows the customer and contract and acts as the escalation point for all aftermarket issues with the customer, especially with difficult or non-service issues not being addressed through standard routes.  

Operates in direct and/or indirect markets leveraging the operational INNIO internal resources or those ones of authorized distributors to deliver customer satisfaction.  

 

• Responsible for aftermarket contracts for designated customers owning the aftermarket business responsibility for their territory. 
• Drive business results and manage excellent customer relationships 
• Point of contact and key account function for escalations for all Customers in the assigned Area/Country. 
• Cooperate with distributors to identify and support Area/Country growth strategies 
• Assure timely resolution of customer issues and customer satisfaction for assigned customers 
• Identify customer needs and help to develop winning, customer centric strategies that integrate customer value creation 
• Provide directions to the daily service operation for a dedicated Country/set of Customers assigned. 
• Provide Customer Service Team and Finance Team with financial projections on transactional service business & periodical sales estimations.  
• Support and control timely billing and receivables collection 
• Improve customer satisfaction, focusing on productivity, cost control and on-time delivery 
• Work with Commercial team on offering decisions 
• Act as the Contract Performance Manager for complex service jobs, from offering to execution 
• Technical & administrative support and coordination on all commissionings, outages, repairs and modifications 
• Flexibility to attend any other reasonable tasks as required. 

• Strong customer focus 
• Commercial Background through a commercial education (e.g. Bachelor) and significant experience in a commercial, ideally customer facing role.  
• Well-founded technical expertise through experience in a technical role or Technical education (e.g. Bachelor) Highly developed skill & expertise in customer interaction, negotiation & pro-active issue resolution
• Strong customer focus 
• Commercial Background through a commercial education (e.g. Bachelor) and significant experience in a commercial, ideally customer facing role.  
• Well-founded technical expertise through experience in a technical role or Technical education (e.g. Bachelor) Highly developed skill & expertise in customer interaction, negotiation & pro-active issue resolution 
• Business acumen, understand P&L metrics and ability to deliver against targets 
• Ability to establish priorities 
• Ability to cope with pressure 
• Good communicator and facilitator 
• Kean to learn & grow every day to deliver world class service in a very dynamic environment 
• Occasional travel
• Ability to build and maintain relationships with internal and external stakeholders. 
• Good presentation development and broader communication skills that turn concepts into effective structured messages for non-technical 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 cross-functional teams and manage multiple priorities. 
• Office knowledge, specifically high Excel level,  
• Desired project mgmt. skills,  
• Knowledge of Accounting principles and contractual legal frameworks.  
• Willingness to work hybrid from home and customer office visits in Salt Lake City based on needs