Service Support Manager
Beschreibung
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. As a very successful company, we are experiencing significant growth in the United States. Today, we help meet the world'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. By harnessing our history of energy industry firsts, along with the power of digital innovation, we will continue to deliver for the future.
Welcome to a World of Innovation and Inspiration. Welcome to INNIO!
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. As a very successful company, we are experiencing significant growth in the United States. Today, we help meet the world'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. By harnessing our history of energy industry firsts, along with the power of digital innovation, we will continue to deliver for the future.
Welcome to a World of Innovation and Inspiration. Welcome to INNIO!
At Revolution Power Solutions (RPS), a division of INNIO Waukesha Engines, we design and deliver turnkey power solutions that thrive under extreme conditions. Whether you’re in oil & gas, power generation, or industrial operations, we provide fuel-flexible, overbuilt systems that perform when it matters most.
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.
Position Overview:
The Service Support Manager (SSM) will serve as the primary point of contact for customers following package delivery, ensuring timely and effective resolution of service-related issues. This role supports critical service functions including service parts order fulfillment, warranty administration, customer billing, and service contract development and administration. This position will work cross-functionally with internal teams and external partners to deliver a high level of customer satisfaction and operational excellence.
Essential Responsibilities:
- Act as the initial point of contact for customer service issues following package delivery
- Provide customer support for iStore service parts ordering software, with a focus on parts availability and lead time management across multiple OEMs
- Manage warranty case administration for service activities
- Collect, validate, and maintain technical evidence, service records, and failure data to support warranty submissions
- Submit warranty claims in accordance with established processes and approval requirements
- Track warranty claim status, reimbursement outcomes, and outstanding submissions
- Verify completion of chargeable work against service records and supporting job documentation
- Ensure timely, accurate customer billing for service activities, including labor, parts, travel, and approved variations
- Resolve billing discrepancies, missing information, and customer documentation issues
- Administer assigned service contracts, including commercial oversight and performance monitoring
- Ensure service contract terms, scope, pricing, exclusions, and obligations are correctly implemented
- Monitor contract delivery performance, service levels, uptime metrics, and commercial compliance for assigned agreements
- Perform other duties as assigned to assist with successful operations and business continuity
Eligibility Requirements:
- Bachelor’s degree in engineering, business, or a related technical field, or equivalent professional experience; high school diploma or equivalent required
- Minimum of five (5) years of experience in service support, service administration, or a related function
- Mechanical or electrical background with familiarity in rotating equipment within the oil & gas or power generation industry
- Experience working with ERP systems (Oracle preferred)
- Proficiency with Microsoft Office
- Willingness to travel up to 20% as position requires
- Valid driver’s license
- Legally authorized to work in the U.S. without sponsorship now or in the future
Knowledge, Skills & Abilities:
- Knowledge of service operations, warranty processes, and service contract administration
- Ability to interpret technical documentation, service records, and contractual terms
- Strong organizational skills with the ability to manage multiple priorities and deadlines
- Ability to analyze data related to service performance, warranty trends, and customer issues
- Strong leadership skills, problem-solving abilities and attention to detail
- Ability to work effectively and collaboratively in a cross‑functional environment, partnering with internal teams to meet operational priorities
- Effective verbal and written communication skills
- Adaptability and comfort working in a fast‑growing, start‑up style environment where responsibilities evolve
- Ability to lift and move materials up to 20 pounds
- Ability to stand, walk, bend, and perform physical tasks for extended periods throughout the workday
#Waukesha
INNIO offers a great work environment, professional development, challenging careers, and competitive compensation. INNIO is an Equal Opportunity Employer. Employment decisions are made without regard to race, color, religion, national or ethnic origin, gender (including pregnancy), sexual orientation, gender identity or expression, age, disability, veteran status or any other characteristics protected by law.