Customer Service Manager
pAs a bCustomer Service Manager /b at INNIO, you will be working closely with our channel Partners and end user customers 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. /p pbThis position has to be filled with full remote contract in Italy. Residency in the country is a must. /b bHome location within easy reach of an international airport; willingness to travel mostly across Europe up to 40% annually. /b /p h3What INNIO offers you: /h3 ul liA fast-growing international business environment /li liBeing part of a supportive and enthusiastic team /li liLearning opportunities, other development opportunities to craft your career path /li liFlexible working time /li li100% remote contract in Italy, with office presence possibility if needed /li liPrivate Health Insurance /li liLaptop Mobile phone /li liMeal allowance tickets /li /ul h3Your Responsibilities: /h3 ul liHave ownership and oversight for services execution for assigned Partners while working across all internal functions and in conjunction with Partner’s personnel to support parts fulfillment, warranty, fleet programs, issue resolution, technician training, systems training,
and installed base support /li liAssist with onboarding and offboard of channel Partner’s, and assist in the channel audit program /li liSupport assigned Partners with service parts inquiries, quote assistance, parts/engine research, systems training and other actions that help drive incremental parts order volume /li liOwnership of all assigned Partner service project / contract related execution /li liCoordinate support from local and remote teams to respond to inquiries on a timely basis /li liSupport region Sales and Service team in execution of sales strategy for new units and services /li liSupport execution of Partner’s flow parts orders and revenue plan /li liHelp to identify Partner and end user opportunities and shortfalls and work with regional team to drive actions to meet plan /li liAssist Service Sales Manager in demand creation of new regional CMU (Conversion Modifications Upgrades) project opportunities or multi-year agreements as needed /li liWork with regional Sales team and Partners to identify and support regional channel Partner growth strategies including but not limited to aftermarket campaigns /li liAct as primary liaison for questions/concerns between end customer,
Partner and HQ resources /li liAccelerate RCA resolution by proactively supporting internally to move organization towards conclusion /li liSupport finance team in cash collection activities and Partner follow up as needed /li liSupport NPS (net promoter score) survey and inputs to Scorecard process to measure Partner performance and end user feedback /li /ul h3Your Profile: /h3 ul liBachelor’s Degree from an accredited college or university with a minimum of 5 years of experience in a customer facing role and technical background or equivalent knowledge / experience /li liMinimum of 3 years of professional experience in a customer service, key account support, contract and/or project management role in gas compression and/or power generation industry /li liMinimum of 1 year of experience working with Oracle ERP system /li liFluent in English, Italian is a plus /li liAbility and willingness to travel up to 40%, primarily within the assigned regions (EU, Africa, USA) /li liSelf-motivated with ability to multitask and manage various customer events and activities simultaneously while working remotely /li liStrong customer and interpersonal communication skills both written and verbal /li liAbility to work effectively and influence within cross functional teams /li liComputer knowledge and experience in MS Office, Outlook, Excel, etc. /li liAbility to learn and adapt to new systems quickly /li liPassionate customer service orientation and customer advocate /li /ul p“The gross annual salary for this position starts at EUR 50,000, in accordance with the pay scale set forth in the National Collective Bargaining Agreement for the Metalworking Industry, Level C1 for clerical staff. The actual salary offer will be determined based on objective, gender-neutral criteria, taking into account relevant experience, skills, and qualifications.” /p #J-18808-Ljbffr
and installed base support /li liAssist with onboarding and offboard of channel Partner’s, and assist in the channel audit program /li liSupport assigned Partners with service parts inquiries, quote assistance, parts/engine research, systems training and other actions that help drive incremental parts order volume /li liOwnership of all assigned Partner service project / contract related execution /li liCoordinate support from local and remote teams to respond to inquiries on a timely basis /li liSupport region Sales and Service team in execution of sales strategy for new units and services /li liSupport execution of Partner’s flow parts orders and revenue plan /li liHelp to identify Partner and end user opportunities and shortfalls and work with regional team to drive actions to meet plan /li liAssist Service Sales Manager in demand creation of new regional CMU (Conversion Modifications Upgrades) project opportunities or multi-year agreements as needed /li liWork with regional Sales team and Partners to identify and support regional channel Partner growth strategies including but not limited to aftermarket campaigns /li liAct as primary liaison for questions/concerns between end customer,
Partner and HQ resources /li liAccelerate RCA resolution by proactively supporting internally to move organization towards conclusion /li liSupport finance team in cash collection activities and Partner follow up as needed /li liSupport NPS (net promoter score) survey and inputs to Scorecard process to measure Partner performance and end user feedback /li /ul h3Your Profile: /h3 ul liBachelor’s Degree from an accredited college or university with a minimum of 5 years of experience in a customer facing role and technical background or equivalent knowledge / experience /li liMinimum of 3 years of professional experience in a customer service, key account support, contract and/or project management role in gas compression and/or power generation industry /li liMinimum of 1 year of experience working with Oracle ERP system /li liFluent in English, Italian is a plus /li liAbility and willingness to travel up to 40%, primarily within the assigned regions (EU, Africa, USA) /li liSelf-motivated with ability to multitask and manage various customer events and activities simultaneously while working remotely /li liStrong customer and interpersonal communication skills both written and verbal /li liAbility to work effectively and influence within cross functional teams /li liComputer knowledge and experience in MS Office, Outlook, Excel, etc. /li liAbility to learn and adapt to new systems quickly /li liPassionate customer service orientation and customer advocate /li /ul p“The gross annual salary for this position starts at EUR 50,000, in accordance with the pay scale set forth in the National Collective Bargaining Agreement for the Metalworking Industry, Level C1 for clerical staff. The actual salary offer will be determined based on objective, gender-neutral criteria, taking into account relevant experience, skills, and qualifications.” /p #J-18808-Ljbffr