Customer Service Manager - Aftermarket Service Contracts

INNIO•Houston, TX

44d•Onsite

About The Position

The INNIO Advantage: By combining a rich legacy in the power and gas compression space with pioneering technology, INNIO brings our customers affordable, reliable and sustainable energy solutions for today and tomorrow. We are helping to meet today’s energy needs with 64 GW of installed capacity and more than 50,000 of our powerful Jenbacher and Waukesha engines, which can be found in more than 100 countries. And, by harnessing our history of energy industry firsts along with the power of digital innovation, we will continue to deliver for the future. As an Equal Opportunity Employer, INNIO offers a comprehensive array of international career opportunities and understands that diversity creates excellence. Known for leadership development, we aim to empower individuals to reach their full potential Position Overview: The Customer Service Manager is responsible for overseeing the performance of aftermarket service contracts, including planning, execution, and compliance with CSA and MSA agreements. This role ensures timely billing, receivables collection, and financial KPI achievement. Additionally, the position assists Field Service Managers with scope changes and acts as the escalation point for all aftermarket issues. This is an onsite daily position based in Houston, Texas.

Requirements

Bachelor’s degree in Business, Law, Economics, or related field
Minimum five (5) years of experience in contract execution or a similar role, with a focus on supporting customers
Demonstrated experience in the energy, power generation, industrial equipment, or similar industry
Proven experience applying accounting principles and navigating contractual legal frameworks
Advanced Microsoft Office skills (Excel: VLOOKUP, IF formulas, pivot tables, Power Pivot; Word; PowerPoint; Outlook)
Experience with business database software and data management
Proficiency in English with the ability to read, interpret, and create documentation, reports, and compliance records

Responsibilities

Ensure compliance with CSA and MSA contractual obligations throughout the entire contract lifecycle
Act as the primary point of contact for contract execution, supporting customers and resolving escalations professionally
Collaborate with the Service Staff Manager on commercial issues and territory performance through regular meetings
Demonstrate proactive ownership of assigned commercial area, including revenue, contribution margin, and cash metrics
Execute timely billing processes (within five days) and manage escalated receivables collection in coordination with HQ Cash Collection
Coordinate with Service Analyst and Ops Finance for financial projections, revenue recognition, and cost control
Oversee complex service jobs from proposal through completion, ensuring alignment with P&L targets and contractual terms
Plan and liaise with internal teams (planners, plant, field service managers) and customers to schedule maintenance and ensure compliance
Deliver monthly and quarterly KPIs and support Voice of the Customer initiatives to enhance satisfaction
Partner with the Commercial team on offering decisions and revenue opportunities
Act as escalation point for aftermarket issues, including non-standard service concerns
Perform other related duties as assigned to assist with successful operations and business continuity