Customer Service Manager

As a Customer Service Manager 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.

This position has to be filled with full remote contract in Italy. Residency in the country is a must. Home location within easy reach of an international airport; willingness to travel mostly across Europe up to 40% annually.

What INNIO offers you:

A fast-growing international business environment

Being part of a supportive and enthusiastic team

Learning opportunities, other development opportunities to craft your career path

Flexible working time

100% remote contract in Italy, with office presence possibility if needed

Private Health Insurance

Laptop & Mobile phone

Meal allowance tickets

Your Responsibilities:

Have 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

Assist with onboarding and offboard of channel Partner's, and assist in the channel audit program

Support assigned Partners with service parts inquiries, quote assistance, parts/engine research, systems training and other actions that help drive incremental parts order volume

Ownership of all assigned Partner service project / contract related execution

Coordinate support from local and remote teams to respond to inquiries on a timely basis

Support region Sales and Service team in execution of sales strategy for new units and services

Support execution of Partner's flow parts orders and revenue plan

Help to identify Partner and end user opportunities and shortfalls and work with regional team to drive actions to meet plan

Assist Service Sales Manager in demand creation of new regional CM&U (Conversion Modifications & Upgrades) project opportunities or multi-year agreements as needed

Work with regional Sales team and Partners to identify and support regional channel Partner growth strategies including but not limited to aftermarket campaigns

Act as primary liaison for questions/concerns between end customer, Partner and HQ resources

Accelerate RCA resolution by proactively supporting internally to move organization towards conclusion

Support finance team in cash collection activities and Partner follow up as needed

Support NPS (net promoter score) survey and inputs to Scorecard process to measure Partner performance and end user feedback

Your Profile:

Bachelor'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

Minimum 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

Minimum of 1 year of experience working with Oracle ERP system

Fluent in English, Italian is a plus

Ability and willingness to travel up to 40%, primarily within the assigned regions (EU, Africa, USA)

Self-motivated with ability to multitask and manage various customer events and activities simultaneously while working remotely

Strong customer and interpersonal communication skills both written and verbal

Ability to work effectively and influence within cross functional teams

Computer knowledge and experience in MS Office, Outlook, Excel, etc.

Ability to learn and adapt to new systems quickly

Passionate customer service orientation and customer advocate

"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."