Manage customer relationships by resolving concerns and providing ongoing support. Oversee parts and repair services, drive continuous improvement initiatives, and ensure timely invoicing and cash collection for assigned regions.

• This is a customer facing services role (networking operations environment) • Reports to Latam Service Delivery Manager, while collaborating with various internal organizations to deliver a stellar customer experience by ensuring customers attain outcomes with sold products/services. • As a Service Manager – Networking, you will be the single point of contact for all service-related matters on customer’s post-sales journey • Managing overall health of assigned customer accounts in LATAM region, acting as a key member of the account while acting as a trusted advisor to the customer. • Responsible for developing and maintaining a strong trusted relationship with their assigned customer(s) and delivering a positive overall service experience from the Company. • Maximizes the value of the company’s offerings and portfolio and guides customers to succeed in achieving their business objectives and outcomes. • Customer onboarding • Manage the customer experience with recurring meetings to supervise related activities and outcomes • Engages and manages the post-sales relationship with the customers • Applies developed subject matter knowledge to solve common and complex business issues within established guidelines and recommends appropriate alternatives. • Works on problems of diverse complexity and scope • May act as a team or project leader providing direction to team activities and facilitates information validation and team decision making process. • Incident and escalation management • Provides remote operational support and remediation • Responsible for incident ownership, managing all high and critical incidents • Logistics support on RMAs • Installed base management and entitlement, escalation/remediation • E2E coordination with internal areas and stakeholders such as global technical support center, global customer care, global logistics, engineering and product departments • Prepare and conduct monthly and quarterly business reviews with end customer and internal stakeholders • Extract, handle and analyze information and data related to the main indicators of the support and after-sales process, building reports to be presented to different audiences at operational and executive level • Analyze trends for further discussion, define actions to address issues & concerns. • Support business partners and resellers on post-sales activities • Develop, communicate and update account strategies with the sales account team, customer service team & the customer. • Ensure customer satisfaction through appropriate setting of customer expectations and high quality and timely service delivery.

• Manage system development teams, ensuring projects are delivered on time and meet established quality standards • Administer databases, ensuring data integrity and information security • Develop and implement efficient and secure system architectures • Lead the IT team, fostering a collaborative and productive work environment • Make strategic decisions for the systems department aimed at growth and technological innovation • Resolve internal conflicts effectively and promote communication between teams

About INNIO:INNIO is a leading provider of gas engines, power equipment, and related services, driving the energy transition with innovative solutions. Our Jenbacher and Waukesha product lines deliver reliable, efficient, and sustainable energy to customers worldwide. At INNIO, we are committed to empowering our employees, supporting our communities, and powering a cleaner, more resilient future. Purpose:Lead and manage Field Service Technicians and Work Preparators within the assigned service region, ensuring operational excellence, safety, and customer satisfaction. Key Responsibilities: - Direct management regarding to 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 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 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 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. - Management of the subordinate employees according to target agreements and employee development. Required Qualifications: - 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 DFW/Abilene area or willingness to relocate. Desired Qualifications: - 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 with coaching and onboarding new employees. Soft Skills: - Strong leadership and team motivation abilities. - High degree of flexibility and resilience. - Excellent communication and interpersonal skills. - Strong analytical and process optimization mindset. - Customer-oriented with effective problem-solving skills. - Ability to negotiate and influence stakeholders. - Commitment to continuous improvement and learning. - High integrity and professionalism. What We Offer: - Opportunity to lead a dynamic service team in a growing industry. - Professional development and training. - Supportive and collaborative work environment. Benefits & Perks:We offer a comprehensive benefits package that includes health, dental, and vision insurance, a 401(k) retirement plan, and voluntary long-term disability and life insurance. We also provide company-paid short-term disability and basic life insurance to support your well-being and financial security. Additional perks include tuition reimbursement and a fitness reimbursement program to support your personal and professional growth. Ready to join a team that’s powering a better future? Apply now!