Poland Customer Service Leader - Strategy & Accounts

INNIO Group

Warszawa

On-site

PLN 270,000 - 420,000

Full time

6 days ago

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Benefits offered by this job

Holiday bonus

Private medical care

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Job summary

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.

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 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.