Advanced Technical Support Specialist

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 today and tomorrow. We are helping to meet today’s energy needs with 64 GW of installed capacity and 48,000 of our powerful Jenbacher and Waukesha engines, which can be found in more than 100 countries. And, by harnessing our history of energy industry firsts along with the power of digital innovation, we will continue to deliver for the future.

As an Equal Opportunity Employer, INNIO offers a comprehensive array of international career opportunities and understands that diversity creates excellence. Known for leadership development, we aim to empower individuals to reach their full potential.**

Purpose of role:

Being part of a global acting Technical Support Team located in Houston to provide first class support for end-customers of INNIO’s indirect and direct Markets.
This position will support Key(-account)-, channel partners and distributor’s, their plant personnel, field technicians and other technical people in all technical aspects around INNIO Jenbacher’s product portfolio,  delivering excellent 1st up to 3rd level troubleshooting support.
This will include fostering customer networks by participating in regular Service events with stakeholders across the whole Service community.Also, working in data analysis via remote monitoring systems, full issue resolution responsibility during troubleshooting (onsite and remote) and hands on engine maintenance.
**
Essential Accountabilities:**

• Comprehensive troubleshooting and issue resolution via telephone/case management system (timely recording of a technical problem, clear and unambiguous problem description) for most products
• Forwarding of a clearly defined and structured problem description, considering both the customer's and technician's perspectives, for further troubleshooting by the service organization.
• If a service technician is necessary, this must be assignment to the regional customer service team via the system.
• Independent coordination of service technicians on call outside of business hours.
• Optimization of issue resolution rate through immediate access to engine data and alarms (MyPlant).
• Support of service centers, project management, sales team, application, and technology by conveying feedback from service technicians, partners, external companies, and customers.
• Proactive monitoring via Asset Performance Management System (MyPlant) of specific sites & key customers.
• Regular processing and collection of data on emerging issues.
• Participation in shift work and on-call duty.
• Support of projects and other tasks in technical support.
• Proactively identifying training needs to ensure ongoing knowledge of products, systems, and processes.
• Fieldwork activities (approximately 30%) to ensure practical relevance.

Qualification Requirements :

• Strong customer service mindset and strong skills to drive, support, empower and inspire the Service teams and Customers
• +3 years experience in a technical role or extensive years of experience with issue resolution exposure within (Field-) Service on INNIO Jenbacher engines
• Technical attitude, complemented by strong business acumen including basic IT skills
• Willingness to travel within the Americas region  (~30%)
• Willingness to work in shift model (depending) and on call
• Degree in electrical or mechanical engineering or local equivalent
• Fluency in English is a must, Spanish highly desirable

Job specific knowledge:

• Strong communication skills…experienced in customer communications.
• Boundaryless and multi-culture working mindset and team player.
• Able to work efficiently without direct supervision.
• Preferred: multiyear working experience with Jenbacher gas engines in the field, operational & commissioning, all engine types;

Keywords

Technical SupportTroubleshootingIssue resolutionCustomer serviceJenbacher enginesElectrical engineeringMechanical engineering