Customer Service Manager

What if energy supply could be sustainable, affordable, and reliable at the same time? With its product brands Jenbacher and Waukesha and the digital platform myPlant, INNIO offers energy solutions for today—and tomorrow, in more than 100 countries, improving the quality of life for countless people_. Do you want to make a difference with your work?_ Then join our team now!

At INNIO we offer you:

• Laptop, mobile phone, necessary tools
• Competitive salary package
• Training at the headquarters in Jenbach, Tyrol
• Innovative and international working environment with lots of creative freedom
• Varied activities with good working conditions
• International, highly trained, and reliable and friendly team

We are looking for a Customer Service Manager for our Jenbacher Engines who will be responsible for the aftermarket contracts and ongoing relations with designated customers in the Czech Republic, focused on delivering customer satisfaction, meeting contractual obligations, and maximising volume and margin for INNIO service offerings.

Knowing the customer and contracts and acting as the escalation point for all aftermarket issues with the customer.

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

Essential Responsibilities:

• Responsible for aftermarket contracts for designated customers owning the aftermarket business responsibility for their territory
• Driving business results and managing excellent customer relationships
• A point of contact and key account function for escalations for all customers in the assigned Area/Country
• Cooperating with distributors to identify and support Area/Country growth strategies
• Assuring timely resolution of customer issues and customer satisfaction for assigned customers
• Identifying customer needs and help to develop winning, customer centric strategies that integrate customer value creation
• Providing directions to the daily service operation for a dedicated country/set of customers assigned
• Providing the Customer Service Team and Finance Team with financial projections on transactional service business & periodical sales estimations.
• Supporting and controlling 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 commissioning’s, outages, repairs, and modifications

Qualifications / Requirements:

• Key professional, project, or leadership experience
• 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
• A good communicator with strong customer focus, business acumen, understanding of P&L metrics and ability to deliver against targets
• Ability to establish priorities and cope with pressure
• Willingness to travel up to 50%
• Ability to build and maintain relationships with internal and external stakeholders.
• Demonstrated ability to work collaboratively and professionally with cross-functional teams and manage multiple priorities.
• Good english language skills both verbally and in writing at least at B1 level