Customer service manager - power generation

Description

The INNIO Advantage: By combining a rich legacy in the power and gas compression space with pioneering technology, INNIO brings our customers affordable, reliable and sustainable energy solutions for today and tomorrow. We are helping to meet today’s energy needs with 64 GW of installed capacity and more than 50,000 of our powerful Jenbacher and Waukesha engines, which can be found in more than 100 countries. And, by harnessing our history of energy industry firsts along with the power of digital innovation, we will continue to deliver for the future. As an Equal Opportunity Employer, INNIO offers a comprehensive array of international career opportunities and understands that diversity creates excellence. Known for leadership development, we aim to empower individuals to reach their full potential.

Position Overview: The Customer Service Manager is responsible for overseeing the performance of aftermarket service contracts, including planning, execution, and compliance with CSA and MSA agreements. This role ensures timely billing, receivables collection, and financial KPI achievement. Additionally, the position assists Field Service Managers with scope changes and acts as the escalation point for all aftermarket issues. This is an onsite daily position based in Houston, Texas.

Responsibilities:

• Ensure compliance with CSA and MSA contractual obligations throughout the entire contract lifecycle
• Act as the primary point of contact for contract execution, supporting customers and resolving escalations professionally
• Collaborate with the Service Staff Manager on commercial issues and territory performance through regular meetings
• Demonstrate proactive ownership of assigned commercial area, including revenue, contribution margin, and cash metrics
• Execute timely billing processes (within five days) and manage escalated receivables collection in coordination with HQ Cash Collection
• Coordinate with Service Analyst and Ops Finance for financial projections, revenue recognition, and cost control
• Oversee complex service jobs from proposal through completion, ensuring alignment with P&L targets and contractual terms
• Plan and liaise with internal teams (planners, plant, field service managers) and customers to schedule maintenance and ensure compliance
• Deliver monthly and quarterly KPIs and support Voice of the Customer initiatives to enhance satisfaction
• Partner with the Commercial team on offering decisions and revenue opportunities
• Act as escalation point for aftermarket issues, including non-standard service concerns
• Perform other related duties as assigned to assist with successful operations and business continuity

Requirements:

• Bachelor’s degree in Business Administration or related field
• Demonstrated experience in the energy, power generation, industrial equipment, or similar industry
• Proven experience applying accounting principles and navigating contractual legal frameworks
• Advanced Microsoft Office skills (Excel: VLOOKUP, IF formulas, pivot tables, Power Pivot; Word; PowerPoint; Outlook)
• Experience with business database software and data management
• Proficiency in English with the ability to read, interpret, and create documentation, reports, and compliance records

Knowledge, Skills, & Abilities

• In-depth understanding of service contract execution processes, financial planning, and compliance requirements
• Strong analytical skills for revenue forecasting, cost control, and KPI tracking
• Strong business acumen skills to drive decisions, manage contracts, and achieve P&L targets while ensuring compliance with contractual terms
• Ability to resolve escalated customer issues with patience and professionalism, applying strong negotiation skills to maintain positive relationships and high satisfaction levels
• Excellent organizational and time management skills with the ability to prioritize multiple tasks in a fast-paced environment
• Ability to communicate clearly and effectively with internal teams and external customers
• Analytical and problem-solving skills to identify contract execution challenges, resolve customer escalations, and implement process improvements that ensure compliance and operational efficiency
• Ability to work independently and collaboratively as part of a team, including effective coordination with cross-functional teams
• Ability to work in office settings, including prolonged periods of sitting, computer use, and navigating workshop areas. Must have clear vision for reading and screen work, effective verbal communication, and hearing ability for in-person and phone interactions.