Field Service Staff Manager

INNIO•Remote, GA

81d

About The Position

The Field Service Staff Manager leads and manages Field Service Technicians and Work Preparators within an assigned service region, with responsibility for operational excellence, safety, and customer satisfaction. The role oversees work quality, profitability, target agreements, employee development, and EHS, as well as technician qualification classifications and the execution quality of commissioning, repairs, overhauls, and warranty procedures across all product lines. The manager collaborates on regional service strategy, ensures employees and contractors follow safety guidelines, and supports Service Sales Managers by developing and implementing standardized processes. Working closely with Service Area Managers, the role helps meet customer requirements through high-quality, timely service, optimizes service-call costs, fulfills service-contract requirements, and improves customer satisfaction through fast response and adequate service know-how. The manager also gathers and relays feedback, escalates complex technical issues to the Help Desk, and ensures EHS requirements and audits are addressed. INNIO Group is a global distributed energy solutions provider whose Jenbacher and Waukesha brands serve applications including data centers, microgrids, grid stabilization, industrial energy, and gas compression. The company reports more than 5,000 employees worldwide and an installed base across approximately 100 countries as of December 31, 2025.

Requirements

High school diploma or GED.
Completed technical or electrical/electronic vocational training.
Several years of experience in the electrical and/or mechanical field.
Proven experience leading a team of technicians.
Business fluency in English.
Strong technical background.
Confident user of Oracle and Microsoft applications.
Willingness to travel up to 30% for customer and employee audits.
Residency in the TBD area or willingness to relocate.
Strong leadership and team-motivation abilities.
High flexibility and resilience.
Excellent communication and interpersonal skills.
Strong analytical and process-optimization mindset.
Customer orientation and effective problem-solving skills.
Ability to negotiate and influence stakeholders.
Commitment to continuous improvement and learning.
High integrity and professionalism.

Nice To Haves

Experience in plant engineering or the energy/power-generation sector.
Experience in service management, especially with reciprocating engines.
Knowledge of Jenbacher gas engine series.
Knowledge of business administration.
Experience coaching and onboarding new employees.

Responsibilities

Manage direct reports with regard to work quality, profitability, target agreements, employee development, EHS, and customer satisfaction.
Classify service technicians according to their qualifications within the service region.
Ensure quality execution of commissioning, repairs, overhauls, and warranty procedures across product lines, in close cooperation with the Work Preparator (WP).
Collaborate in strategic planning for the service region.
Ensure subordinate employees, contractors, and external companies follow work safety guidelines.
Support Service Sales Managers by developing and introducing standardized processes.
Collect and forward feedback from service technicians and customers to Service Center Managers and Service Area Managers to improve the company’s market reputation.
Work with Service Area Managers to meet customer requirements with high-quality, timely service, including on-site spare-parts delivery and development of new business opportunities.
Optimize service-call costs and fulfill service-contract requirements.
Escalate complex technical issues to the Help Desk.
Implement and comply with safety-related requirements, including EHS audits and escalation of relevant topics to responsible parties.
Increase customer satisfaction by ensuring fast response times and providing the necessary service know-how.
Manage subordinate employees according to target agreements and employee-development needs.