Customer Service Manager
Penn Entertainment
1 day ago
Full-time
On-site
Australia
Customer Operations & Support
Customer Service Manager
About PROENERGY
PROENERGY is an engineering, R&D, and manufacturing powerhouse. The company addresses every need for fast-start power generation: turbine and package manufacturing, turnkey project execution, power purchase agreements, and asset lifecycle care for turbines and plants. Where others see impossible energy challenges, PROENERGY provides innovative aeroderivative solutions.
Our Footprint
PROENERGY delivers fast-start, dispatchable power solutions from worldwide centers for aeroderivative excellence. We are investing more than $1 billion through 2028 in infrastructure to serve our customers.
In Sedalia, Missouri, our 600,000 sq ft Center for Excellence in Manufacturing—a world-class investment in fast-start power and the only campus of its kind in the world—is growing by 40 percent.
In Houston, Texas, our 500,000 sq ft Center for Excellence in Lifecycle Care features a Level-IV depot and aero repair facility, which executes comprehensive services for aeroderivative engines under one roof.
In Kansas City, we have an office with an Engineering team that supports our sought-after solutions for turnkey projects and contracted power.
And our worldwide service centers ensure local service expertise near our customers. Our expanding service footprint includes Phoenix, Buenos Aires, New Brunswick, and additional locations in Europe, Australia, and Southeast Asia.
Position Summary
The Customer Service Manager is a hybrid service delivery role and commercial role, responsible for managing customer relationships across the full lifecycle; from opportunity development and contract formation through execution and long-term service delivery.
Based in Australia, this role serves as the primary interface for assigned customer accounts, owning both commercial growth (long term service agreements, overhauls, and transactional work) and successful execution of contracted services. The position coordinates closely with Field Services, Depot Operations, Parts, Engineering, and Commercial teams to ensure delivery excellence, customer satisfaction, and sustainable margin performance. This role is particularly suited to the Australian LM gas turbine market, where customers expect account ownership, technical credibility, and continuity across sales and execution.
Based in Australia, this role serves as the primary interface for assigned customer accounts, owning both commercial growth (long term service agreements, overhauls, and transactional work) and successful execution of contracted services. The position coordinates closely with Field Services, Depot Operations, Parts, Engineering, and Commercial teams to ensure delivery excellence, customer satisfaction, and sustainable margin performance. This role is particularly suited to the Australian LM gas turbine market, where customers expect account ownership, technical credibility, and continuity across sales and execution.
Reports To: VP EMEA & APAC
Work Location: Australia
Position Responsibilities
Service Delivery & Lifecycle Ownership
- Act as the single point of accountability from contract turnover through execution and warranty closure
- Lead internal turnover meetings with Sales, Engineering, Field Services, and Supply Chain
- Own execution performance across cost, schedule, quality, and customer satisfaction
- Coordinate resource planning, material flow, and crew scheduling across multiple projects
- Lead productivity monitoring and cost control to ensure margin delivery
- Participate actively in internal project and execution reviews
Customer Interface & Issue Resolution
- Serve as the primary customer escalation point for complex technical and commercial issues
- Proactively identify risks related to schedule, scope, cost, and site execution
- Lead root cause discussions and resolution plans in coordination with technical teams
- Support customers with operational strategy, outage planning, and lifecycle decision‑making
Account & Commercial Management
- Assist and grow assigned customer accounts across Australia and potentially the broader APAC region
- Identify, develop, opportunities for:
- Long Term Service Agreements (TCSA)
- Major overhauls and repairs
- Field services, inspections, and lifecycle upgrades
- Develop and assist in maintaining a strong sales pipeline, aligned with regional growth strategy
- Support proposal development, pricing strategy, cost sheets, and commercial negotiations
- Maintain accurate CRM data, forecasts, and opportunity tracking
- Establish and maintain senior‑level customer relationships (Operations, Engineering, Commercial, and Executive stakeholders)
Safety, Compliance & Quality
- Ensure strict adherence to PROENERGY EH&S programs across all customer sites
- Promote a proactive safety culture among employees, contractors, and customers
- Ensure all services are executed in compliance with contract terms, technical standards, and regulatory requirements.
Required Qualifications
- Bachelor’s degree in Engineering, Business, or equivalent industry experience
- Minimum 5+ years’ experience in gas turbine services, project management, customer service management, and or account management
- Direct experience supporting LM6000, LM2500, or comparable aeroderivative gas turbines
- Strong understanding of service contracts, outage execution, and lifecycle service models
- Proven ability to manage multiple customers and projects simultaneously
- Strong commercial acumen with the ability to balance customer needs and margin performance
- Excellent written and verbal communication skills in English, The ability to speak multiple languages would be an advantage
- Willingness to travel domestically and internationally as may be required
- Must exhibit high levels of initiative
- Must have full clean Australian driving license and valid passport
- Experience of working both independently and in a team-oriented, collaborative environment is essential
- Manages stressful situations and deadline pressures well
- Plans and carries out responsibilities with minimal direction
- Australian work authorization is a precondition of employment. The company will not consider candidates who require sponsorship for a work-authorized visa
- Successful candidate will need to satisfactorily complete pre-employment drug screening and background checks
Desired Qualifications
- Aeroderivative Gas Turbines - Extensive understanding and experience of aeroderivative gas turbines.
- Analytical – Synthesize complex and diverse information; collect and research data; use intuition and experience to complement data; design workflows and procedures.
- Experience managing long‑term service agreements (TCSA / MYA / LTSA)
- Strong financial literacy, including budgeting, cost control, and margin management
- Experience working with utility, IPP, or industrial power customers in Australia / APAC
- Problem Solving – Identify and resolve problems in a timely manner; gather and analyze information skillfully; develop alternative solutions; work well in group problem solving situations; use reason when dealing with emotional topics.
- Technical skills – Assess own strengths and weaknesses; pursue training and development opportunities; strive to continuously build knowledge and skills; share expertise with others.
- Judgment – Display willingness to make sound logical decisions; exhibit sound and accurate judgment; support and explain reasoning for decision; include appropriate people in decision-making process; make timely decisions.
- Professionalism – Approach others in a tactful manner; react well under pressure; treat others with respect and consideration regardless of their status or position; accept responsibility for own actions; follow through on commitments.
- Dependability – Follow instructions, respond to management direction; take responsibility for own actions; keep commitments; commit to long hours of work when necessary to reach goals; complete tasks on time or notify appropriate person with an alternate plan.
- Quality – Demonstrate accuracy and thoroughness; look for ways to improve and promote quality; apply feedback to improve performance; monitor own work to ensure quality.
- Initiative – Volunteer readily; undertake self-development activities; seek increased responsibilities; take independent actions, look for and takes advantage of opportunities; ask for and offer help when needed.
It is PROENERGY’s policy to provide equal opportunity in employment to all its employees and applicants for employment without regard to race, color, religion, sex, pregnancy, age, disability, national origin, marital status, ancestry, medical condition, military status, or any other characteristic protected by State or Federal law.