Customer Service Manager

The Customer Success Manager works closely with our channel Partners to build strong, supportive relationships with them and their personnel across their assigned region. The CSM will work closely with the channel Partners within their region to support growth of their Waukesha business and will leverage branch-level channel connections to support Waukesha commercial initiatives, including assessing channel capabilities, assisting in the CPR KPI monitoring at the local branch level, and assisting the sales team in the launch of aftermarket marketing campaigns. The CSM will work with all functions within INNIO to facilitate transactions for the Partner in parts fulfillment, warranty, fleet programs, and technical issue resolution.

What INNIO offers you:

• A fast-growing international business environment
• Being part of a young, supportive and enthusiastic team
• Learning opportunities, other development opportunities to craft your career path
• Hybrid working model - Home office opportunity with flexible arrangements possible according to Italia working rules

In this role, you will be responsible for:

• Have 100% ownership and oversight for service execution for assigned Partners service project / contract related execution, while working across all internal functions and in conjunction with Partner’s personnel to support parts fulfillment, warranty, fleet programs, technical issue resolution, technician training, systems training, and installed base support
• Assist with onboarding and offboard of channel Partner’s, and assist in the channel audit program
• Support assigned Partners with service parts inquiries, quote assistance, parts/engine research, systems training and other actions that help drive incremental parts order volume
• Support region Sales and Service team in execution of sales strategy for new units and services and 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
• Work with regional Sales team and Partners to identify and support regional channel Partner growth strategies including but not limited to aftermarket campaigns
• Act as primary liaison for questions/concerns between end customer, Partner and HQ 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
• Support NPS (net promoter score) survey and inputs to Scorecard process to measure Partner performance and end user feedback

Your Profile:

• University degree in applied sciences / bachelor's degree or comparable
• Minimum of 5 years professional experience in a customer service, key account support, contract
• Fluency in English (both written and spoken)
• Very good PC user skills, affinity for the operation of ERP software
• Self-motivated with ability to multitask and manage various customer events and activities simultaneously while working remotely
• Strong customer and interpersonal communication skills both written and verbal
• Ability to work effectively and influence within cross functional teams
• Willingness to travel up to 30%, primarily within the assigned regions
• Project management role in gas compression and/or power generation industry is an advantage