Customer Support Specialist
Description
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.
Northeast-Western Energy Systems USA (NES WES), is a division of INNIO and provides fully integrated Combined Heat and Power ("CHP") and Distributed Generation ("DG") power solutions through 10MW power blocks. Jenbacher CHP and DG solutions provide world class electrical-thermal efficiencies with industry leading emissions. Jenbacher CHP and DG Equipment provides best in class fuel flexibility with capabilities for natural gas, biogas, propane, syn gas and automated dual fuel systems.
NES WES has been in business for over 50 years and is known for our great customer service, innovative solution development and ability to adapt to changing markets. We hire the best in their fields - results-focused professionals with the skills to achieve project goals across multiple industries.
Role Description
The Customer Support Specialist is responsible for Administrative Aftermarket Customer Account Management including Accounts Receivable collections, administrative management of CSA (LTSA) and MSA contracts to support Service Operations, Aftermarket Sales, and Services Billing, My Plant Event Creation, and MYAC Contract Administration. Monitor contractual obligations and work with Services Management to maximize revenue and profit for NES-WES USA LLC-INNIO service offerings.
Collaborate with Budapest COE for Daily Accounts Receivable Management as defined in Essential Responsibilities. Accounts Receivable payments. Identify disputes, PO issues, or other requirements to have invoices paid within terms. Identify customer problems or complaints and escalate to Operating Management.
Essential Responsibilities
• Review Budapest COE A/R report every morning to identify any PD => 45 days. Coordinate with Budapest COE A/R team as required to review PD and understand customer complaints or problems communicated to Budapest COE.
• Schedule daily calls with customers for all A/R with PD => 45 days in priority order based on PD balance and aging.
• Follow-up daily with customers or internally to resolve customer disputes or requirements for payments.
• Run or receive from Budapest COE A/R Statements for Top Ten A/R customers every Monday, call Top Ten customers weekly to ensure invoices are aligned for payment within established payment terms.
• Identify any customer problems or complaints presented by customers and coordinate internally with Service Accounting, Service or Parts Operations to address and resolve problems.
• Weekly random audits on invoices generated in most recent five (5) days to identify Purchase Order or customer account discrepancies.
• Maintain SFDC customer accounts for mailing address, contacts, payment terms
• Execute 15-day from invoice date rule for follow-up on all invoices => $50,000. Ensure customer has all documentation required to process and pay invoice(s) within established payment terms.
• As required send updated credit limit letters to customers with ACH and Check Payment instructions letters, W-9, and reinforce established payment terms.
• Manage CSA (LTSA) and MSA Contracts: calculate Minimum OPH billing for Budapest COE to invoice; maintain record of Corrective Repairs and Corrective Repair Allowances, Provide Corrective Reports for Customers; Create Events in My Plant so Work Preps can schedule work
• Maintain MYAC for new and renewal contracts.
• Process Purchase Orders for Field Services
• Assure timely resolution of customer issues and customer satisfaction for assigned customers
• Flexibility to attend any other reasonable tasks as required.
• Schedule daily calls with customers for all A/R with PD => 45 days in priority order based on PD balance and aging.
• Follow-up daily with customers or internally to resolve customer disputes or requirements for payments.
• Run or receive from Budapest COE A/R Statements for Top Ten A/R customers every Monday, call Top Ten customers weekly to ensure invoices are aligned for payment within established payment terms.
• Identify any customer problems or complaints presented by customers and coordinate internally with Service Accounting, Service or Parts Operations to address and resolve problems.
• Weekly random audits on invoices generated in most recent five (5) days to identify Purchase Order or customer account discrepancies.
• Maintain SFDC customer accounts for mailing address, contacts, payment terms
• Execute 15-day from invoice date rule for follow-up on all invoices => $50,000. Ensure customer has all documentation required to process and pay invoice(s) within established payment terms.
• As required send updated credit limit letters to customers with ACH and Check Payment instructions letters, W-9, and reinforce established payment terms.
• Manage CSA (LTSA) and MSA Contracts: calculate Minimum OPH billing for Budapest COE to invoice; maintain record of Corrective Repairs and Corrective Repair Allowances, Provide Corrective Reports for Customers; Create Events in My Plant so Work Preps can schedule work
• Maintain MYAC for new and renewal contracts.
• Process Purchase Orders for Field Services
• Assure timely resolution of customer issues and customer satisfaction for assigned customers
• Flexibility to attend any other reasonable tasks as required.
Qualification Requirements :
• Minimum High School, preferably 2-4 years College/University
• Fluency in English
• Strong customer focus, emotional intelligence to pro-actively contact customers, co-workers and collaborate on project development and execution. Must be a team player.
• Commercial Background through a commercial education (e.g. Bachelor) and significant experience in a commercial, ideally customer facing role.
• Commercial experience in a technical environment, highly developed skill & expertise in customer interaction, negotiation & pro-active issue resolution
• Business acumen, understand P&L metrics and ability to deliver against targets
• Ability to establish priorities
• Ability to cope with pressure
• Good communicator and facilitator
• Kean to learn & grow every day to deliver world class service in a very dynamic environment
• Ability to build and maintain relationships with internal and external stakeholders.
• Good presentation development and broader communication skills that turn concepts into effective structured messages for non-technical internal and external decision makers.
• Ability to represent the company formally and informally to influence internal and external stakeholders.
• Demonstrated ability to work collaboratively with cross-functional teams and manage multiple priorities.
• Commercial Background through a commercial education (e.g. Bachelor) and significant experience in a commercial, ideally customer facing role.
• Commercial experience in a technical environment, highly developed skill & expertise in customer interaction, negotiation & pro-active issue resolution
• Business acumen, understand P&L metrics and ability to deliver against targets
• Ability to establish priorities
• Ability to cope with pressure
• Good communicator and facilitator
• Kean to learn & grow every day to deliver world class service in a very dynamic environment
• Ability to build and maintain relationships with internal and external stakeholders.
• Good presentation development and broader communication skills that turn concepts into effective structured messages for non-technical internal and external decision makers.
• Ability to represent the company formally and informally to influence internal and external stakeholders.
• Demonstrated ability to work collaboratively with cross-functional teams and manage multiple priorities.
• Knowledge of Accounting principles and contractual legal frameworks.
• Project Managment skills a plus
• Computer literate (MS Office, specifically high level in Excel)
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.