Customer Service Manager NEW

CUSTOMER SERVICE MANAGER

Services Remote, Midland, Texas Remote, Texas

Description

About INNIO Group:

INNIO Group is a global distributed energy solutions provider that delivers reliable, flexible, transient, decentralized, modular and efficient power. With a track record of innovation, INNIO designs, manufactures and services highperformance power systems under its Jenbacher and Waukesha brands. The company delivers power for applications including data centers, microgrids, grid stabilization, industrial energy and gas compression.

INNIO operates a global installed base across approximately 100 countries as of December 31, 2025, supported by a resilient, highmargin services business that delivers longterm, recurring revenues across the full equipment lifecycle. As electricity demand acceleratesdriven by AI, electrification and grid constraintsINNIO enables scalable, behindthemeter power generation with high efficiency, fast start capability, strong transient performance and fuel flexibility, including hydrogenready solutions. INNIO employs over 5,000 people worldwide and is committed to moving energy forward.

Role Summary:

The Customer Service Manager (CSM) works 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.

Location:

This is a remote position that must be based in the state of Texas, with a preference in the Midland, TX area.

In this role, you will be responsible for:

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 feed

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 ground 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

Ability and willingness to travel up to 30%, primarily within the assigned regions

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

Fluent in English

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.