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Lead Technical Support Specialist

2 months ago

Houston, United States Innio LLC Full time

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 today and tomorrow.We are helping to meet today's energy needs with 64 GW of installed capacity and more than 50,000 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.Role Summary : Being part of a global acting Technical Support Team located in USA to provide first class support for end-customers of INNIO's indirect and direct Markets in the Americas. Furthermore, support Key(-account)-, channel partners and distributor's, their plant personal, field technicians and other technical people in all technical aspects around INNIO Jenbacher's product portfolio and deliver excellent 1st , up to 3rd level trouble shooting support. It includes fostering customer networks by participate at regular Service events with stakeholders across the whole Service community, data analysis via remote monitoring systems, full issue resolution responsibility during trouble shooting (onsite and remote) and hands on engine maintenance.Essential Responsibilities :Set up and drive customer focused issue resolution for unplanned service events (trouble shooting) 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 Trouble-shooting 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•+7 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 •Strong English language skills verbally and written•Strong communication skills...experienced in customer communications•Boundaryless and multi-culture working mindset and team player•Able to work efficiently without direct supervisionDesired :•multiyear working experience with Jenbacher gas engines in the field, operational & commissioning, all engine types •Jenbacher training certifications: FTB, FTA, CT1, CT2, MR6•Mechanical RCA research and analysis exposure 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.