Field Service Staff Manager

INNIO

About The Position

INNIO is seeking a Field Service Staff Manager to lead service operations for Jenbacher engines across the Eastern U.S Region. This role oversees Field Service Technicians and Work Preparators, ensuring safe, high-quality, and cost-effective service delivery. Key responsibilities include team leadership, work execution oversight, EHS compliance, process improvement, and customer satisfaction. The ideal candidate brings strong technical expertise, leadership experience, and a customer-focused mindset to drive operational excellence.

Requirements

Possesses a valid U.S. Driver’s License.
High school Diploma or GED.
Completed technical or electrical / electronic training program.
3+ years of experience in the electrical and/or mechanical field (preferably in plant engineering / energy sector) and in service (preferably).
3+ years of experience leading a team of technicians.
Technical background, ideally with reciprocating engines in Energy or Power Gen industry.
High degree of flexibility and resilience.
Ability to motivate employees internally.
Ability to analyze and optimize processes and procedures.
High degree of customer orientation, problem-solving and negotiating competences.
Confident handling of Oracle and Microsoft applications.
Knowledge of business administration.
Experience with coaching and onboarding of new employees.
Willingness to travel up to 10% for customer and employee audits.
Live in the area Eastern United States Region or willing to move there.

Nice To Haves

Knowledge of gas engine series of Jenbacher products is a great plus

Responsibilities

Direct management of the Field Service Technicians and Work Preparators within the dedicated service region.
Responsibility for classification according to the qualifications of the service technicians in the service region.
Responsibility for the quality of work execution of commissioning; repairs, overhauls and warranty procedures across all product lines in the service region, in close cooperation with the WP.
Collaboration in the strategic planning of the service region.
Ensuring compliance with the work safety guidelines of all subordinate employees and contractors or external companies employed in the service region.
Supporting the Service Sales Managers by developing and introducing standardized processes.
Collecting and forwarding feedback from service technicians and customers to Service Center Managers and Service Area Managers to improve their reputation on the market.
Working closely with the Service Area Managers to ensure that customer requirements are met by providing a high quality, timely service (e.g. on-site spare parts delivery, new business opportunities).
Cost optimization of service calls and fulfilment of service contract requirements.
Escalation of complex technical issues to the Help Desk.
Implementation of and compliance with all safety-relevant requirements (EHS, EHS audits, escalation of EHS relevant topics to responsible parties).
Increase customer satisfaction by ensuring fast response times and provision of the necessary service know-how.
Employee Management according to target agreements and employee development.