**Purpose of role:
Being part of a global acting Technical Support Team located in Mexico to provide first class support for end-customers of INNIO’s indirect and direct Markets in the Americas.
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.
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Essential Accountabilities:
- Set up and drive customer focused issue resolution for unplanned service events (troubleshooting) from first contact to problem solved, including field tech dispatching, briefing & debriefing and implementations of lessons learned, shared process responsibility of Premium Service End-to-end process; onsite and remote;
- Drive and improve common customer focused issue resolution process & metrics, increase visibility on resolution performance to increase customer satisfaction by feeding KPI deck/metric
- Establish & grow a common culture of the whole Tech Support and Field Service team, emphasizing the use of global tools, processes, approaches, responsiveness mindset & communication.
- Work independently on Commissioning/Start-up, minor Maintenance and Troubleshooting of INNIO Jenbacher Gas Engines and supplied packaged accessories like generators, low & medium voltage, Gas Supply, Controls and PLC controllers at customer site
- Work with distributor/customers to evaluate site conformity, completion and accuracy.
- Drive any open items to conclusion within identified timeline.
- Work with and support Field Technicians, service partners and customers to identify/track critical quality issues during Start-up /Commissioning, Overhauls & Repairs, Upgrades and maintenance works and drive resolution
Qualification Requirements :
- Strong customer service mindset and strong skills to drive, support, empower and inspire the Service teams and Customers
- +5 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
Academic requirements:
• Degree in electrical or mechanical engineering or local equivalent
Languages:
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;