W skrócie
- Zadania: Zarządzaj obsługą klienta w Polsce, zapewniając doskonałe doświadczenia i długoterminowe partnerstwa.
- Firma: Międzynarodowa firma technologiczna z innowacyjnym podejściem do obsługi klienta.
- Benefity: Atrakcyjne wynagrodzenie, prywatna opieka medyczna, karta MultiSport i inne benefity.
- Pozostałe informacje: Możliwość rozwoju kariery w międzynarodowej organizacji.
- Dlaczego ta praca: Pracuj w dynamicznym środowisku i wpływaj na rozwój strategii obsługi klienta.
- Kwalifikacje: Doświadczenie w zarządzaniu obsługą klienta oraz umiejętności negocjacyjne.
Przewidywane wynagrodzenie mieści się w przedziale 72000 - 88000 zł za rok.
Customer Service Manager , you will own the customer service business for the assigned country or region, ensuring a consistent, responsive and commercially sustainable customer experience across the full service lifecycle.
The Customer Service Manager serves as the primary management-level interface for customers, translates operational and technical needs into coordinated service solutions, and aligns internal functions to deliver contractual commitments, resolve escalations and develop long-term customer partnerships.
The role combines customer leadership, service contract ownership, commercial accountability and continuous improvement.
Your 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, timely decisions 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.
Your profile
- 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
- Business acumen with the ability to interpret financial, contractual and operational performance
- Structured problem-solving, sound judgement and the ability to make decisions under pressure
- Excellent stakeholder management, communication and presentation skills at operational and executive level
- Ability to manage multiple priorities in an international, matrixed organization
- Proficiency in Microsoft 365, ERP/CRM systems and service performance reporting tools
- Willingness to travel regularly within the Country and to the HQ in Austria
- Fluent Polish and English are required.
Additional languages are an advantage INNIO offers
- An innovative, international work environment - Employment based on an employment contract (including a probationary period) - An attractive benefits package, including a holiday bonus, private medical care, a subsidized Multi Sport card, and more - Necessary trainings tailored to experience and specific job requirements
- #J-18808-Ljbffr
Poland Customer Service Manager in Katowice – pracodawca: INNIO Group
INNIO to doskonały pracodawca, który oferuje stabilne zatrudnienie oraz atrakcyjny pakiet benefitów, co czyni nas idealnym miejscem dla Serwisantów Silników Gazowych. Nasza kultura pracy opiera się na współpracy i wsparciu zespołowym, a także na możliwościach rozwoju zawodowego, które umożliwiają pracownikom rozwijanie swoich umiejętności w dynamicznym środowisku. Praca w terenie z nowoczesnymi narzędziami oraz bliski kontakt z klientem sprawia, że każdy dzień przynosi nowe wyzwania i satysfakcję z wykonywanej pracy.
