Poland Customer Service Manager — Strategy & Growth

INNIO; Polska; On-site; PLN 240,000 - 380,000; Full time

Benefits offered by this job

Holiday bonus

Private medical care

Subsidized MultiSport card

Necessary trainings

Job summary

INNIO in Poland invites a Customer Service Manager to lead the customer service business for the country, ensuring a responsive and commercially sustainable experience across the full service lifecycle.

You will translate operational and technical needs into coordinated service solutions and align internal functions to deliver contractual commitments, resolve escalations and build long-term partnerships. Fluency in Polish and English is required.

Qualifications

• 8+ years of relevant professional experience, including significant customer-facing responsibility.

Responsibilities

• Own the customer service management in Poland and define priorities, governance and service standards.
• Act as the primary management-level contact and escalation owner for customers, ensuring transparent communication and timely decisions.
• Own the customer relationship across the service lifecycle, from onboarding to contract renewal.
• Manage aftermarket and service contract performance, including scope, obligations, commercial terms, risks, forecasts, revenue and cash collection.
• Coordinate service delivery with cross-functional teams (Fieldservice, Technical Support, Maintenance, Operations, Fulfillment, Logistics, Finance).
• Translate commitments into executable plans with ownership, milestones and follow-up.
• Establish governance with performance reviews, action tracking and executive communication.
• Monitor service performance and customer feedback, drive corrective actions.
• Develop customer-specific service strategies to improve availability and satisfaction.
• Support commercial negotiations, claims, warranty topics and service proposals with Sales, Finance and Legal.
• Forecasting, billing, receivables follow-up and financial reporting for the service portfolio.
• Ensure compliance with policies, quality, EHS and legal frameworks.
• Use data to improve transparency and decision-making.
• Represent the voice of the customer to Product Management, Engineering and Operations.

Skills

Customer service leadership

Stakeholder management

Communication at exec level

Problem solving

PM/ERP/CRM reporting

Travel readiness

Fluent English

Tools

Microsoft 365

ERP/CRM systems

Service reporting tools

Job description

INNIO in Poland invites a Customer Service Manager to lead the customer service business for the country, ensuring a responsive and commercially sustainable experience across the full service lifecycle.

You will translate operational and technical needs into coordinated service solutions and align internal functions to deliver contractual commitments, resolve escalations and build long-term partnerships. Fluency in Polish and English is required.