Customer Service Manager

INNIO Group; Warszawa; Sur place; PLN 270 000 - 420 000; Plein temps

Avantages offerts par ce poste

Holiday bonus

Private medical care

MultiSport card

Training programs

Résumé du poste

INNIO Group is seeking a Customer Service Manager to own the service business in Poland. You will lead the customer service organization, manage escalations, and align internal functions to deliver contractual commitments and long-term partnerships.

You will oversee service contracts, commercial negotiations and lifecycle management, coordinating with Sales, Finance and Legal to optimize revenue, margin and cash collection. Travel within the country and to HQ will be required.

Qualifications

• 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.
• Proficiency in Microsoft 365, ERP/CRM systems and service performance reporting tools.

Responsabilités

• 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 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.

Connaissances

Customer service leadership

Stakeholder management

Communication & presentation

ERP/CRM proficiency

Microsoft 365

Polish & English fluency

Service contracts & negotiations

Warranty & escalation handling

Travel readiness

Formation

8+ years of relevant experience

Outils

Microsoft 365

ERP/CRM systems

Description du poste

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)
• 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