Lead Technical Support Specialist - Jenbacher Engines

Description

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. We are helping to meet today'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. And, by harnessing our history of energy industry firsts along with the power of digital innovation, we will continue to deliver for the future.

As an Equal Opportunity Employer, INNIO offers a comprehensive array of international career opportunities and understands that diversity creates excellence. Known for leadership development, we aim to empower individuals to reach their full potential.

Purpose of Role :

This Lead Technical Support Specialist is 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 regular Service events with stakeholders across the whole Service community in 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 Troubleshooting 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 :

Job specific knowledge :

Preferred :

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.