Description
Role Summary
The Customer Service Manager works closely with our Partners to build strong, supportive relationships with them and their personnel across the 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
Support/coordinate startup and commissioning support of Waukesha VHP S5 and 275 engines along with any other new critical product offerings to ensure success
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
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