Advanced Technical Support Specialist

INNIO•Remote, TX

10d•$74,800 - $112,200•Onsite

About The Position

The Advanced Technical Support Specialist is a key member of INNIO’s global Technical Support organization, providing technical support to customers across direct and indirect markets in the Americas. The role supports INNIO Jenbacher’s product portfolio and key accounts, channel partners, distributors, plant personnel, and field technicians. The specialist manages technical issues from first customer contact through resolution, remotely and onsite, and follows a rotational work schedule based on business needs. The position is primarily on-site at INNIO’s Houston, Texas location, with regular in-person attendance and occasional remote-work flexibility. Travel within the Americas may be required up to 20% for onsite assignments or training.

Requirements

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 current or future sponsorship.
Understanding of gas engine systems and related mechanical, electrical, and control components.
Technical aptitude, 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, including the ability to explain technical topics to diverse audiences.
Ability to work effectively in a global, multicultural environment and collaborate across functions and regions.
Ability to work independently while managing multiple priorities.
Proficiency with 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.
At least five years of experience in a technical role or hands-on field service, focused on issue resolution in reciprocating engine or gas compression applications.
Strong customer service experience and ability to handle technical issues in high-pressure environments.
Bachelor’s degree in Mechanical or Electrical Engineering or Engineering Technology; an associate degree in a related technical field; or a combination of education and relevant work experience.
Suitable INNIO Jenbacher commissioning training certificate.

Responsibilities

Manage customer-focused resolution of unplanned service events from initial contact through final resolution, including field technician dispatch, briefing, debriefing, and implementation of lessons learned.
Provide first-, second-, and third-level troubleshooting for INNIO Jenbacher gas engines and associated systems, remotely and onsite.
Support commissioning, start-up, minor maintenance, and troubleshooting 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, and follow up on open action items within defined timelines.
Identify, track, and resolve technical and quality issues during commissioning, overhauls, repairs, upgrades, and maintenance activities.
Use global service tools, processes, and best practices to improve resolution speed, quality, and customer satisfaction.
Contribute to service performance metrics and KPI reporting.
Promote collaboration and a customer-centric approach across technical support and field service teams, with an emphasis on responsiveness, clear communication, and continuous improvement.
Participate in service events and technical forums to support knowledge sharing and strengthen customer and partner relationships.
Perform other duties as assigned to support successful operations and business continuity; additional project and business-needs tasks may be assigned in coordination with the direct manager and within the employee’s qualifications.