Customer Service Manager

Role Summary

The Customer Service Manager works closely with our Partners to build strong, supportive relationships with them and their personnel across the APAC region. The CSM will work with all functions of INNIO to facilitate transactions for the Partner in parts fulfillment, warranty, fleet programs, and technical issue resolution. The CSM will work closely with the Partner to support growth of their Waukesha business

In this role, you will be responsible for:

• Have 100% ownership and oversight for Service execution for assigned Partners working across all internal functions and in conjunction with Partner’s personnel to support parts fulfillment, warranty, fleet programs, technical issue resolution, technician training and installed base support
• Support assigned Partners with service parts enquiries, 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 Partner’s 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
• Act as primary liaison for technical questions between end customer, Partner and HQ technical 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
• Manage Partner NPS (net promoter score) and inputs to Scorecard process to measure Partner performance and end user feedback

Your Profile:

• Bachelor’s Degree from an accredited college or university OR High School Diploma, with 5 years of experience in a customer facing 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 region
• Minimum of 3 years of professional experience with reciprocating engines in gas compression and/or power generation industry.
• Installation/commissioning or technical experience on reciprocating equipment a plus
• Self-motivated with ability to multitask and manage various customer events and activities simultaneously
• 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 365, Office, Outlook, Excel, etc..
• Ability to learn and adapt to new systems quickly
• Passionate customer service orientation and customer advocate
• Fluent in English

Other locations in the APAC region may be considered for this position for a candidate with the right experience