Lead Technical Support Specialist – US/Americas

Services United States


As Lead Technical Support Specialist – US/Americas, you will be responsible for remotely providing Technical Issue Resolution paths for end-customers, channel partners, and Jenbacher technicians with mechanical failure analysis, electrical troubleshooting, control system diagnostics, interface testing, and software debugging.

At INNIO, we offer you

  • An innovative and international working environment
  • Flexible working model
  • Full healthcare, dental, and vision benefits package
  • Tuition Reimbursement
  • Generous 401(k) matching
  • Permissive time off
  • An upbeat atmosphere with enjoyable and respectful colleagues

In this position, you will be responsible for

  • Providing timely proactive and reactive technical support in the form of troubleshooting, diagnostics, and failure analysis techniques to end-customer, Jenbacher technicians, and Channel Partners via case documentation, phone support, and occasional on-site projects
  • Supporting mechanical root cause analysis by compiling and analyzing operational data and maintenance histories
  • Providing guidance in power distribution and switchgear fault tracing
  • Assisting in software logic validation and debugging by remotely monitoring PLC variable behaviors in comparison with as- designed desired logic
  • Advancing our remote monitoring and analysis capabilities by remotely initiating and repairing engine myPlant connections
  • Remotely diagnosing control system functional, integration, and I/O issues
  • Performing electrical and thermal efficiency and performance calculations
  • Managing prioritization, research, and engagement in owned technical issue case demand while proactively managing reasonable boundaries and expectations
  • Occasionally travelling to customer sites to perform onsite diagnostics, support, and training
  • Creating technically detailed reports concerning cause, failure, and resolution of technical issues
  • Identifying, documenting, and communicating potential emerging fleet and product issues to engineering and commercial teams
  • Leading technical meetings with internal and external technicians, engineers, and team leaders
  • Maintaining visibility to performance indicators such as Phone, Email, Chat, and Case activity Monday-Friday, 08:00-17:00 Central US Time
  • Practicing self-discipline, focus, and imagination while troubleshooting remote issues from a home office

Your profile

  • Minimum 7 years in technical or engineering role within internal combustion engine driven power generation and distribution industry (or BS in Electrical, Software, or Mechanical engineering)
  • Minimum 4 years of power plant and generator commissioning
  • Legally authorized to work in the United States without Visa sponsorship
  • Ability to self-manage focus and engagement from a home office
  • Self-driven interest/education in IT Networking and Software Logic Debugging
  • Confidence in working with complex mathematical formulas
  • Functional capability with Excel, PowerPoint, Word, Outlook
  • Electrical and mechanical schematic diagram comprehension proficiency
  • Demonstratable strong technical writing skills
  • Willingness and ability to travel 20-40% of the year within the Americas
  • High level of computer literacy

Desired knowledge

  • Jenbacher training certifications: FTB, FTA, CT1, CT2, MR6
  • Software coding/logic debugging exposure (Structured text, C)
  • Mechanical RCA research and analysis exposure
  • IT Networking Debugging (TCP/IP, UDP, ICMP, SSL)
  • Power distribution fault tracing experience (voltage, current, continuity measurements)
  • Generator diagnostic experience (Impedance measurement, AVR/PFC tuning, reactive load sharing)
  • Fluency with the Spanish language (technical and conversational)
  • Self-sufficiency in IT/PC issue resolution

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.