Customer Service Manager

Services Houston, Texas


Description

The INNIO CSM leads all aftermarket services for our customer base in North America. INNIO operates as direct and indirect go to market strategy, leveraging the operational resources of authorized distributors. Responsibilities include volume and margin for the INNIO offerings as well as customer satisfaction. The CSM works closely together with the INNIO fulfillment CoEs to meet customer expectations and deliver on our contractual obligations. This position is ideal for individuals who desire to work closely with distributors and customers and own the business responsibility for their territory.


Primary Responsibilities

  • Primary responsibilities will encompass 100% ownership of assigned distributor relationship including visibility of fulfillment across all functions and management of distributor deliverables, financial, commercial or technical in order to meet end user territory commitments.
  • Drive and manage the daily service operation for a dedicated region.
  • Drive business results and manage excellent customer relationships.
  • First contact point for regional customers.
  • Coordinate activities between fulfillment, project management and regional distributor to meet contract requirements and seamless execution.
  • Develop and implement customer-centric strategy for each assigned distributor. Strategy will incorporate service sales expectations, territory macro and micro economic drivers and product specific technical requirements necessary to meet territory needs.
  • Assure timely resolution of customer issues and customer satisfaction for assigned customers
  • Provide Service & Finance teams with financial projections on transactional service business & quarterly sales estimations.
  • Support and manage timely billing and receivables collection.
  • Work with Commercial team on pricing decisions.
  • Improve customer satisfaction, focusing on productivity, cost control and on-time delivery.
  • Technical & administrative support and coordination on all commissioning, outages, repairs and modifications.

Qualifications/Requirements

  • Bachelor’s Degree from an accredited college or university OR High School Diploma / GED, with 5 years of experience in a customer facing and technical background or equivalent knowledge / experience.
  • Minimum of 5+ years of experience in an industrial environment.
  • Strong customer focus.
  • 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.
  • Proficient communicator and facilitator.
  • Demonstrated leadership in prior role(s).
  • Keen to learn & grow every day to deliver world class service in a very dynamic environment.
  • Willingness to travel up to 30%.

Desired Characteristics

  • Ability to build and maintain relationships with internal and external stakeholders.
  • Strong 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.
  • Ability to work collaboratively across functional groups and large organizations.
  • Demonstrated ability to work collaboratively with cross-functional teams and manage multiple priorities.
  • Proven capability to come up the learning curve quickly for new areas of business and changes in the market.

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.