Lead Technical Support Specialist

Houston, MS - USA

Monthly Salary: Not Disclosed

Posted on: 13 hours ago

Vacancies: 1 Vacancy

Job Summary

Description

The INNIO Advantage:
By combining a rich legacy in the power and gas compression space with pioneering technology INNIO brings our customers affordable reliable and sustainable energy solutions for todayand tomorrow. As a very successful company we are experiencing significant growth in the United States. Today we help meet the worlds energy needs with 64 GW of installed capacity and 48000 of our powerful Jenbacher and Waukesha engines which can be found in more than 100 countries. By harnessing our history of energy industry firsts along with the power of digital innovation we will continue to deliver for the future.

Welcome to a World of Innovation and Inspiration. Welcome to INNIO!

Position Overview:

The Lead Technical Support Specialist is a key member of INNIOs global Technical Support organization providing high-quality technical support to customers across direct and indirect markets in the Americas. This role delivers expert level troubleshooting support for INNIO Jenbachers product portfolio supporting key accounts channel partners distributors plant personnel and field technicians. The Lead Technical Support Specialist will manage complex technical issues from first customer contact through resolution both remotely and onsite.

This position will be onsite daily in Houston TX.

Essential Responsibilities:

Lead customer-focused issue resolution for unplanned service events managing cases from initial contact through final resolution including field technician dispatch briefing debriefing and implementation of lessons learned
Provide first second and third level troubleshooting support for INNIO Jenbacher gas engines and associated systems both remotely and onsite
Support commissioning start-up minor maintenance and troubleshooting activities for engines and packaged accessories including generators low- and medium-voltage systems gas supply controls and PLCs
Coordinate with customers distributors and service partners to evaluate site readiness conformity and documentation accuracy; drive open action items to closure within defined timelines
Identify track and resolve critical technical and quality issues during commissioning overhauls repairs upgrades and maintenance activities
Drive consistent use of global service tools processes and best practices to improve resolution speed quality and customer satisfaction
Contribute to service performance metrics and KPI reporting supporting visibility into issue resolution effectiveness
Foster a collaborative customer-centric culture across technical support and field service teams emphasizing responsiveness clear communication and continuous improvement
Participate in service events and technical forums to support knowledge sharing and strengthen customer and partner relationships
Performs other duties as assigned to assist with successful operations and business continuity

Requirements:

Bachelors degree in Mechanical Engineering or Electrical Engineering
Minimum of seven (7) years of experience in a technical role or extensive hands-on experience in issue resolution within field service supporting INNIO Jenbacher engines
Strong customer service experience with the ability to manage complex technical issues in high-pressure environments
Proficiency in Microsoft Office
Willingness to travel within the Americas region up to 20% as business demands
Willingness to participate in shift work and on-call support as required
Valid drivers license
Legally authorized to work in the U.S. without sponsorship now or in the future

Knowledge Skills & Abilities:

In-depth understanding of gas engine systems and related mechanical electrical and control components
Solid technical aptitude combined with business awareness and basic IT proficiency
Strong problem-solving and root cause analysis skills including experience with mechanical failure analysis
Excellent verbal and written communication skills with the ability to explain complex technical topics to diverse audiences
Ability to work effectively in a global multicultural environment and collaborate across functions and regions
Proven ability to work independently with minimal supervision while managing multiple priorities
Proficiency in using diagnostic tools remote monitoring systems and digital service platforms
Strong organizational skills and attention to detail with a focus on safety quality and customer satisfaction
Ability to work in a field or office environment
Ability to stand sit walk use hands and fingers reach stoop kneel crouch crawl talk hear climb balance

INNIO offers a great work environment professional development challenging careers and competitive compensation. INNIO is an Equal Opportunity Employer. Employment decisions are made without regard to race color religion national or ethnic origin gender (including pregnancy) sexual orientation gender identity or expression age disability veteran status or any other characteristics protected by law.

Required Experience:

DescriptionThe INNIO Advantage:By combining a rich legacy in the power and gas compression space with pioneering technology INNIO brings our customers affordable reliable and sustainable energy solutions for todayand tomorrow. As a very successful company we are experiencing significant growth in th...