Customer Service Manager
Description
We are looking for a Customer Service Manager to join our Team in Poland. You will be responsible for supporting our business with Sales of services for INNIO Jenbacher gas engines J920. 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.
What INNIO offers you:
- An innovative and international working environment
- Work on industry leading solutions
- Flexible working time model, possibility of remote work
- Convenient office location in the city center
- The company's bike/locker room
- Private Medical Care
- Life insurance
- Co-financing of the pension pillar
- Travel opportunities
- Career development programs/opportunities
- Trainings
In this role you will be responsible for:
- Sales of services for INNIO Jenbacher gas engines J920 (service contracts CSA; transactional maintenance, spare part deliveries; performance upgrades; small and large revisions, reman products) in the responsible area
- Negotiation of service contracts with the customer, compliance with margin requirements and consideration of the service contract conditions in accordance with the approval procedure (Delegation of Authority, DoA)
- Optimization of existing customer service contracts with the aim of extending/retaining the contract and selling additional services (upgrades, etc.)
- Responsible for J920 CSA/MSA contract management in the relevant territory, with a strong sense for planning, execution and profitability
- Creation and adjustment of customer database, budget planning and monitoring with regard to order intake, sales and margin
- Consolidation of all service-relevant market topics/ developments for the responsible area
- Regular reporting and strategy coordination with the head of the Service Poland and head of service J920 and other managers in the organization
- Support of the technical coordinator in the implementation of revisions and complex upgrades
- Responsible for maintaining and increasing customer satisfaction. Measuring customer satisfaction through NPS (Net Promoter Score) surveys.
- Support in developing issue resolutions in close cooperation with the specialist departments
- Participation in cross-regional and cross-department project teams
- Clarification of overdue receivables (past dues) Contact person for invoicing clarifications to the customer
- Settlement of insurance claims
Your profile:
- Degree in mechanical engineering, electrical engineering, mechatronics, business administration or industrial engineering with technical orientation, mechanical/electrical engineer or equivalent
- Min. 3 years of specific professional experience in sales of services and/or in dealing with customers, partners and key accounts with strong sales focus
- Pronounced industry knowledge in the service area of power generation plants - primarily gas engines
- Business fluent English, good computer skills in WORD and EXCEL
- Previous knowledge of SFDC and ORACLE
- Strong teamwork, organizational strength, high degree of reliability and independence
- Flexibility and high resilience
- Willingness to travel up to 2/3 of the time
- Problem-solving skills and prioritization of work