Description

• 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

• 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

• 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