INNIO is hiring a
Lead Technical Support Specialist
🇨🇳 China 📝 FULL-TIMEWe are seeking a Lead Technical Support Specialist to be part of our Waukesha global Technical Support Team and you will be located in China. You will provide first class support in all technical aspects .
Providing technical assistance, failure analysis, and troubleshooting to channel partners and customers for all Waukesha engine products via phone, email and through the Salesforce Issue Resolution system.
Essential Responsibilities
- Provide technical assistance, failure analysis, and troubleshooting to channel partners and customers for all Waukesha engine products via phone, email and through the Salesforce Issue Resolution system
- Coordinate the return of parts from the field for analysis
- Provide technical data and information to channel partners and customers
- Enter quality issues in the QC tools and participate in review meetings
- Complete technical service report/after-action reports documenting findings
- Drive customer satisfaction through commitment to quality
- Remotely program engine control units as requested by channel partners for replacements, CM&U upgrades and overhauls
- Travel to customer sites to provide technical support, troubleshooting and training/mentoring.
- Utilize myPlant to pro-actively identify engine issues and coordinate with channel partners to perform the repairs
- Participate in the root cause analysis process by providing data when requested, attending review meetings and communicating solutions to the field
- Assist in activities related to new product support and CM&U introductions
- Attend training courses and review training materials when requested
Qualifications/ Requirements
- Bachelor’s Degree in Engineering or Engineering Technical Degree from a University or Technical College and minimum of 5 years’ work experience in reciprocating engine/gas compression field OR an Associate degree in related technical field plus minimum of eight (8) years’ work experience in reciprocating engine/gas compression
- Hiring location Beijing or Shanghai
- Ability and willingness to travel 30-50% of time, international, as required
Desired Characteristics
- Minimum of 8 years of experience with reciprocating engine technology
- Demonstrated ability to work with a cross-functional teams
- Proven interpersonal skills
- Self-Starter; willingness to work remotely as needed
- Strong Communication Skills
- Commercial sensitivity with a focus on customer needs
- Languages; English and Local language
- Strong problem-solving skill set
- Team player
INNIO innio.com
INNIO is empowering the transition to net zero – with energy solutions and services that are flexible, scalable, and resilient.
We’re helping industries and communities generate and manage energy sustainably while navigating the fast-changing landscape of traditional and green energy sources. We’re individual in scope, but global in scale.