Technical Support Manager Central Europe

Vor 4 Tagen


Jenbach, Österreich INNIO Vollzeit

Responsible for managing a team of Technical Support Specialists and experts that guarantee first class technical support to end customers. This includes supporting INNIO’s regional service staff and onsite-staff of customers in all technical aspects such as trouble shooting, trainings on the job during relevant issue resolution, improve in-country technical expertise etc. Moreover, strengthening the customer network and creating and sustaining profitable customer relationships to contribute to meeting overall Service Business goals is key in this role.

**What INNIO offers you**:

- An innovative and international working environment
- Flexible working time model (depending on position and role)
- Health We Care Program - including company sport activities
- Moving cost support for new employees in accordance with policy
- Good connections to public transport - station in direct proximity
- Transportation cost support in accordance with policy
- One of the best canteens in the area with healthy and various meals
- Attractive location in the heart of the alps which provides various outdoor sport and other leisure possibilities
**Your Responsibilities**:

- Lead a regional Technical Support Team (TS-Team) providing first class support mainly to end customers in direct markets, their plant staff, Field Technicians and other technical professionals
- Drive and improve customer focused issue resolution, create visibility on the performance of the issue resolution and continuously strive to increase customer satisfaction
- Ensure availability of TS-Team within the region via an agreed shift schedule model including on duty coverage
- Responsible for developing and improving essential tools and processes (Sales Force DC, MyPlant, Quality tool, Adonis etc.)
- Work closely with Technical Service department to identify product improvement needs across the fleet by proactively monitoring every single engine/plant to drive interventions and generate business opportunities
- Develop Technical Support Engineer’s expertise, identify training needs, share lessons learned and best practices within team and across regions and involved departments
- Develop KPI and report deck to monitor team performance and permanently optimize TS-Helpdesk/Hotline performance and standards to maximize customer satisfaction
**Your Profile**:

- Bachelor's degree in mechanical, electrical engineering or equivalent experience
- Substantial experience with Jenbacher gas engines in the field (operational & commissioning, all engine types)
- Several years of experience in a technical leadership role or extensive years of experience with issue resolution exposure within (Field) Service (e.g. commissioning, troubleshooting etc.)
- Profound IT skills regarding ERP-Systems like Oracle and MyPlant, SFDC)
- Willingness to travel worldwide (~15-20%)
- Strong customer service mindset and experienced with customer communication
- Strong skills to drive, support, empower and inspire teams
- Fluent in English and German (oral and written)

The base pay is composed of the amount according to the Austrian collective agreement which is at least EUR 3.093,91 gross per month (x 14) and an over payment depending on your qualifications and experience.


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