Field Service CSM & Staff Manager (m/f/d)
INNIO is seeking a Field Service Staff Manager (m/f/d) with a Customer Service Manager role for transactual customers in the dedicated area. As the ideal candidate, you will be responsible for shaping and leading customer development in one of INNIO's business regions. Your primary focus will be leading a field service team and organization of customer requests. In addition to the team leading role the candidate will focus of the ongoing development customer relationships of transactual customers in cooperation with the responsible Service Sales Manager of the region.
The Field Service Staff Manager is responsible for the assignments of jobs for the field service team. As part of your role, you will be responsible for the development of the field service team and will ensure the increase of the competence level of the field service technicians and will ensure the requested certification levels of the team members. With the support of the direct report of the regional work preparator will ensure the correct support of customer requests with the necessary spare parts, tools and support of third parties.
At INNIO we offer you:
- An innovative and international working environment
- Health We Care Program - including company sport activities
- Moving cost support for new employees in accordance with policy
- Good connections to public transport - station in direct proximity
- Transportation cost support in accordance with policy
- One of the best canteens in the area with healthy and various meals
- Attractive location in the heart of the alps which provides various outdoor sport and other leisure possibilities
Your Responsibilities:
- Selection, onboarding and further development of service technicians
- Technical and disciplinary management of service technicians and assigned back-office support staff
- Assignment and deployment of field service technicians including responsibility for the preparation, implementation and evaluation of field service assignments
- Responsible for the recording and further processing of relevant service deployment data (time recording, overtime, key performance indicators)
- Initiating and driving initiatives to improve efficiency, increase customer satisfaction and fulfillment of contractual obligations
- Ensuring timely and system-relevant documentation of all operations and interventions
- Implementation of customer-specific solutions and proactive collaboration with relevant stakeholders
- Ensuring compliance with applicable legal requirements, compliance regulations, EHS guidelines and internal procedural regulations
- Strong customer focus and mindset
- Understand the business case model of the customer and support the customer need with respect to INNIO Jenbacher targets
- Forecast of finance targets of the assigned customer base
- Align with the activities of the regional service sales manager
- Business judgment, understand P&L metrics and ability to deliver against targets
- Independent and strong communicator and facilitator
- Ability to build and maintain relationships with senior internal and business critical external stakeholders
- Highly developed skill & expertise in customer interaction, negotiation & pro-active issue resolution
- Ability to represent the company formally and informally to influence internal and external stakeholders
Your Profile:
- Bachelor's degree in business administration or engineering; or relevant appropriate professional experience
- Fluent in German and English (oral and written)
- Team leading skills
- Experience in organization and conducting of field service jobs
- Contract management experience
- Strong negotiation skills
- Experience in project management / escalation management
- Ability to coordinate with support functions internally with a high level of independency
- Excellent presentation development and broader communication skills that turn concepts into effective structured messages for non-technical internal and external decision makers
At INNIO, we offer a competitive salary package which is far above the requirements of the metal collective agreement in Austria. We highly value your individual qualifications and experience. As part of our recruiting process, we engage in open dialogue with you to discuss the details and ensure the best possible fit.