Description

Purpose of Role:

Your primary responsibilities will be developing and maintaining customer relationships, leading a field service team, and organizing customer requests. You will also work closely with the Service Sales Manager of the region to ensure ongoing customer satisfaction for dedicated customers.

Essential Responsibilities:

INNIO is seeking a Field Service Staff Manager to support dedicated customers in the designated area. The ideal candidate will have a clear focus on customer service and will be responsible for enhancing development and service business. 

As Field Service Staff Manager, you will be responsible for assigning jobs to the field service team and focusing on their development. This includes increasing the competence levels of field service technicians and ensuring they meet the required certification standards. You will ensure that customer requests are met with the necessary spare parts, tools, and third-party support.

You will also be responsible for good customer relationships, customer satisfaction, customer-centric strategy and driving business results for dedicated area.

Customer Service:

• A point of contact and key account function for escalations for customers in dedicated area
• Assuring timely resolution of customer issues and customer satisfaction for assigned customers
• Responsible for aftermarket business (contractual and/or transactional) for designated customers owning the aftermarket business responsibility for their territory
• Work with the Commercial team on offering decisions
• Supporting and controlling timely billing and receivables collection
• Driving business results and providing the Customer Service Team and Finance Team with financial projections on transactional service business & periodical sales estimations.
• Improve customer satisfaction, focusing on productivity, cost control, and on-time delivery
• Identifying customer needs and helping to develop winning, customer-centric strategies that integrate customer value creation

Field Service:

• Leading and managing the service team, including hiring, training, and evaluating staff performance
• Managing “daily business” – planning and scheduling service events, dispatching the technicians on site, arranging the timeline of the events
• Overseeing daily service operations to ensure efficiency and effectiveness
• Ensuring that all services meet the company's quality standards and customer expectations
• Ensuring that all service activities comply with industry regulations and safety standards
• Identifying areas for improvement and implementing strategies to enhance service delivery
• Following dedicated service KPIs, including cost control
• Visiting customers, technicians, and third parties

Minimum Requirements:

• Education: Commercial and/or Technical education (e.g., Bachelor), or relevant appropriate professional experience
• Fluent in Spanish and English (oral and written)
• Willingness to travel
• Strong customer focus and mindset
• Strong commercial background and significant experience in a commercial, ideally customer facing role to act as a strong communicator or facilitator
• Technical expertise through experience through experience and technical affinity
• Highly developed skill & expertise in customer interaction, negotiation & pro-active issue resolution
• Business judgment, understand P&L metrics and ability to deliver against targets
• Independent and strong communicator and facilitator
• Ability to build and maintain relationships with Senior internal and business critical external stakeholders.
• Excellent presentation and communication skills
• 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.
• Ability to coordinate with support functions internally with a high level of independency
• Lead local service team, strong in people management
• Flexibility, multitasking, well-organized/structured
• Team-leading skills
• Contract management
• Negotiation skills
• Project Management/ Escalation management