Lead Technical Support Specialist

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. As a very successful company, we are experiencing significant growth in the United States. Today, we help meet the world'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. 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 INNIO’s 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 Jenbacher’s 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

• Bachelor’s 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 driver’s 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