Lead Technical Support Specialist

INNIO•Houston, TX

58d•Onsite

About The Position

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.

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

Nice To Haves

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

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