What are the responsibilities and job description for the Lead Service Fulfillment Manager position at INNIO?
About INNIO Group:
INNIO Group is a global distributed energy solutions provider that delivers reliable, flexible, transient, decentralized, modular and efficient power. With a track record of innovation, INNIO designs, manufactures and services high‑performance power systems under its Jenbacher and Waukesha brands. The company delivers power for applications including data centers, microgrids, grid stabilization, industrial energy and gas compression.
INNIO operates a global installed base across approximately 100 countries as of December 31, 2025, supported by a resilient, high‑margin services business that delivers long‑term, recurring revenues across the full equipment lifecycle. As electricity demand accelerates—driven by AI, electrification and grid constraints—INNIO enables scalable, behind‑the‑meter power generation with high efficiency, fast start capability, strong transient performance and fuel flexibility, including hydrogen‑ready solutions. INNIO employs over 5,000 people worldwide and is committed to moving energy forward.
We’re looking for a Lead Service Order Fulfillment Manager to join our team! Reporting to the Sr Manager Reman & Overhaul Operations, this role is responsible for overseeing the end-to-end process of service order management, ensuring timely and accurate fulfillment of customer service requests for Waukesha gas engine products. This role coordinates cross-functional teams, optimizes workflows, and drives continuous improvement to deliver exceptional customer satisfaction.
What you’ll do:
- Manage and oversee the complete End to End service order fulfillment process, from order receipt to delivery and closure for Service components and kits.
- Coordinate with internal teams (Service Sales, 3PL logistics , Planning, SIOP and Finance) to ensure smooth execution of service orders.
- Monitor service order status, proactively resolve bottlenecks, and communicate updates to stakeholders.
- Develop & maintain KPI’s to measure & improve operational effectiveness and customer satisfaction
- Ensure compliance with company policies, contractual obligations, and regulatory requirements.
- Analyze service order data to identify trends, inefficiencies, and opportunities for process improvement.
- Develop and implement best practices for order fulfillment, focusing on customer satisfaction, accuracy and productivity
- Manage emergency/afterhours customer support within the fulfillment team.
- Lead, train, and motivate the service order fulfillment team to achieve performance targets.
- Collaborate with IT and process owners to enhance digital tools and reporting for service order management.
- Handle escalations and complex service order issues, ensuring prompt resolution.
- Prepare regular reports on service order fulfillment KPIs for management review.
- Support new product/service launches and process changes as required.
- Manage the iStore customer facing tool with other internal stakeholder departments.
What you’ll bring:
- Bachelor’s degree in Business Administration, Supply Chain, Engineering, or related field.
- 5 years experience supervising a fulfillment/distribution team
- Proven experience in order fulfillment, service operations, or supply chain management (preferably in industrial, distribution settings).
- Strong leadership, organizational, and problem-solving skills.
- Excellent communication and stakeholder management abilities.
- Proficiency in ERP systems (Oracle preferred) and MS Office; experience with digital service management tools is a plus.
- Ability to work in a fast-paced, dynamic environment.
What will make make you stand out
- Strong customer focus with a commitment to delivering high-quality service.
- Proactive and results-oriented mindset.
- Excellent analytical and critical thinking abilities.
- Adaptable and open to change in a dynamic business environment.
- High attention to detail and accuracy.
- Strong interpersonal skills and ability to work collaboratively across teams.
- Effective time management and prioritization skills.
- Positive attitude and resilience under pressure.
- Strong sense of ownership and accountability.
Additional Details:
- Location: Waukesha, WI
- Visa Sponsorship: This role is not eligible for visa sponsorship now or in the foreseeable future.
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