Customer Service Manager

Description

As Customer Service Manager, you will own the customer service business for the assigned country or region, ensuring a consistent, responsive and commercially sustainable customer experience across the full service lifecycle. The Customer Service Manager serves as the primary management-level interface for customers, translates operational and technical needs into coordinated service solutions, and aligns internal functions to deliver contractual commitments, resolve escalations and develop long-term customer partnerships. The role combines customer leadership, service contract ownership, commercial accountability and continuous improvement.

Your responsibilities:

•  Own the customer service management in Poland and define clear priorities, governance and service standards.
•  Act as the primary management-level contact and escalation owner for customers, ensuring transparent communication, timely decisions and effective resolution of service issues.
•  Own the customer relationship across the service lifecycle, from onboarding and operational reviews to contract renewal and long-term account development.
•  Manage aftermarket and service contract performance, including scope, obligations, commercial terms, risks, forecasts, revenue, margin and cash collection.
•  Coordinate service delivery with Fieldservice, Technical Support, Maintenance Management, Operations, Fulfillment, Logistics, Finance and other relevant functions.
•  Ensure customer commitments are translated into executable plans with clear ownership, milestones, resources and follow-up.
•  Establish structured customer governance, including regular performance reviews, action tracking, escalation routines and executive-level communication.
•  Monitor service performance and customer feedback; identify recurring gaps and drive corrective and preventive actions.
•  Develop customer-specific service strategies that improve equipment availability, lifecycle value and customer satisfaction.
•  Support commercial negotiations, claims, warranty topics, contract changes and service proposals in close cooperation with Sales, Finance and Legal.
•  Drive accurate and timely forecasting, billing, receivables follow-up and financial reporting for the assigned service portfolio.
•  Ensure compliance with company policies, contractual requirements, quality standards, EHS expectations and applicable legal frameworks.
•  Use digital tools, service data and operational insights to improve transparency, decision-making and service effectiveness.
•  Represent the voice of the customer internally and provide structured feedback to Product Management, Engineering and Operations.

Your profile:

•  Strong understanding of customer service and aftermarket business models in a technical or industrial environment
•  Experience with service contracts, commercial negotiations, claims, warranty processes and customer escalations
•  Working knowledge of reciprocating engines, power generation or comparable complex equipment; J920 knowledge is an advantage
•  Typically 8+ years of relevant professional experience, including significant customer-facing  responsibility
•  Business acumen with the ability to interpret financial, contractual and operational performance
•  Structured problem-solving, sound judgement and the ability to make decisions under pressure
•  Excellent stakeholder management, communication and presentation skills at operational and executive level
•  Ability to manage multiple priorities in an international, matrixed organization

•  Proficiency in Microsoft 365, ERP/CRM systems and service performance reporting tools
•  Willingness to travel regularly within the Country and to the HQ in Austria

•  Fluent Polish and English are required. Additional languages are an advantage

INNIO offers: 

- An innovative, international work environment
- Employment based on an employment contract (including a probationary period)
- Tools enabling the effective performance of assigned duties, including a laptop, mobile phone, and necessary equipment
- An attractive benefits package, including a holiday bonus, private medical care, a subsidized MultiSport card, and more
- Necessary trainings tailored to experience and specific job requirements