DescriptionAbout 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.
#Waukesha