Field Service Staff Manager

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.

Northeast Energy Systems ("NES") and Western Energy Systems ("WES"), a division of INNIO, provide fully integrated Combined Heat and Power ("CHP") and Distributed Generation ("DG") power solutions through 10MW power blocks. Jenbacher CHP and DG solutions provide world class electrical-thermal efficiencies with industry leading emissions. Jenbacher CHP and DG Equipment provides best in class fuel flexibility with capabilities for natural gas, biogas,propane, syn gas and automated dual fuel systems.

NES WES has been in business for over 50 years and is known for our great customer service, innovative solution development and ability to adapt to changing markets. We hire the best in their fields - results-focused professionals with the skills to achieve project goals across multiple industries.

This Field Service Staff Manager will be responsible for the territory of NY, NJ and MA and have direct management responsibility of the Field Services staff.

This is a remote position, ideally location is near Bristol, PA or greater New York or Northern New Jersey area with occasional travel to our Bristol, PA offices.

Essential Responsibilities :

- Direct management of the Field Service Technicians and Work Preparators within the dedicated service region NY/NJ and MA (KPIs : quality of work; profitability; target agreements; employee development; EHS and customer satisfaction).

- Responsibility for classification according to the qualifications of the service technicians in the service region.

- Responsibility for the quality of work execution of Customer Contractual obligations; 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 Manager by developing and introducing standardized processes.

- Collecting and forwarding feedback from service technicians and customers to Service Center Managers and Service Area Managers in order to improve the 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 Technical Services Group

- 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.

- Review Technician time cards and hours billed

- Ensure on time job closing in working with operations staff

Qualification Requirements :

- Several years of experience in the electrical and/or mechanical field (preferably in plant engineering / energy sector) and in service (preferably)

- Completed technical or electrical / electronic vocational training

- Excellent written and spoken communication skills in English

- 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

- Willingness to travel

Desired Qualifications :

- Knowledge of gas engine series of the Jenbacher products