The INNIO Advantage:
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 48,000 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.
As an Equal Opportunity Employer, INNIO offers a comprehensive array of international career opportunities and understands that diversity creates excellence. Known for leadership development, we aim to empower individuals to reach their full potential.
The Field Services Staff Manager will directly manage Field Service Technicians and Work Preparators within the dedicated service region
Role :
Professional with a strong background in aftermarket operations, customer relationships, and field service coordination. Demonstrated ability to lead field service teams to achieve desired outcomes. Proficient in managing customer escalations and adept at creating strategies for value creation. Experience in collaborating within a diverse business environment.
Essential Responsibilities :
- Manages aftermarket operations, customer relationships, and field service activities within the assigned region. Coordinates the field service team, including Field Service Technicians and work preparators, to achieve desired outcomes. Acts as the primary liaison for customer escalations.
- Ensures prompt resolution of customer issues and satisfaction.
- Identifies customer needs and formulates strategies for value creation. Has experience working in diverse business environments.
- Oversee daily service operations when necessary and provide financial projections to Customer Service and Finance Teams.
- Manage billing and receivables collection, and work with Commercial team on offerings when needed.
- Act as Contract Performance Manager for complex service jobs, providing technical and administrative support.
- Attend to additional tasks as required, at any time needed.
- Support the execution of operational, supply chain, and technical projects, assisting in managing the full project lifecycle.
- Aid in implementing contract, claim, and risk management, and support the leadership of cross-functional project organization for large projects.
- Deliver progress reports and presentations to the regional leader.
- Handle customer contacts proactively and professionally.
- Identify and order necessary service event parts and tools.
- Manage resources cost-effectively and document service events in Oracle. Support Service Managers in resource optimization and technical warranty process.
- Ensure compliance with quality and EHS guidelines and Field Service Technicians' standards.
- Assist with EHS safety audits and review service events for unplanned actions.
- Committed to providing operational improvement recommendations and working towards achieving service key performance indicators, striving to reach the designed KPIs, regardless of location or time.
- Supports the repair workshop when needed, ensuring smooth operations and timely completion of repair tasks.
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Performs other duties as assigned.
Qualification Requirements :
- Customer-focused professional with commercial and technical experience.
- Proven ability to meet targets, manage priorities, and handle pressure.
- Over 5 years of experience in site/plant supervision and leading technicians.
- Experienced in preparing service events and supporting technical supervisors/coordinators.
- Skilled in representing the company to influence stakeholders.
- Demonstrated ability to collaborate with cross-functional teams.
- Excellent customer interaction skills with proficiency in negotiation and issue resolution.
- Understands business metrics, profit & loss, and accounting rules.
- Familiar with contract laws and proficient in Oracle ERP and Microsoft Office.
- Analytical thinker with problem-solving skills.
- Skilled in technical specialties, customer service, and stress management.
- Organized, proactive, and able to set priorities.
- Knowledgeable about Jenbacher gas engines and power generation.
- Strong interpersonal and organizational skills.
- Proficient in computer and office software.
- Holds a valid driver’s license with a clean record.
- Meets insurability standards for company vehicle use.
- Open to a hybrid work model, comfortable working remote if required
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Willingness to travel up to 50%
- Bachelor's degree in Engineering desired, preferably in Electrical or Mechanical fields, or equivalent technical education.
- Good English and Spanish level, capable of maintaining technical conversations and elaborating site reports and emails with clarity
