Lead Engine Support Specialist - Power Generation

Lead Technical Support Specialist 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

Created: 2026-03-11