Product Support Specialist - Mechanical / Electrical
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. As a very successful company, we are experiencing significant growth in the United States. Today, we help meet the world'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. By harnessing our history of energy industry firsts, along with the power of digital innovation, we will continue to deliver for the future.
Welcome to a World of Innovation and Inspiration. Welcome to INNIO!
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. As a very successful company, we are experiencing significant growth in the United States. Today, we help meet the world'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. By harnessing our history of energy industry firsts, along with the power of digital innovation, we will continue to deliver for the future.
Welcome to a World of Innovation and Inspiration. Welcome to INNIO!
Position Overview:
The Technical Support Specialist will provide technical assistance and troubleshooting support for INNIO’s engine product portfolio. This role supports channel partners and customers by delivering timely, high-quality technical guidance, failure analysis, and issue resolution through remote and onsite support. This position plays a critical role in driving customer satisfaction, supporting product quality, and contributing to continuous improvement through effective communication with field teams, quality organizations, and cross-functional partners.
This position will be onsite daily in Houston, TX.
Essential Responsibilities:
- Provide technical assistance, failure analysis, and troubleshooting support to channel partners and customers for all Waukesha engine products via phone, email, and the Salesforce Issue Resolution system
- Coordinate the return of parts from the field for technical analysis and follow up on findings
- Provide accurate technical data, documentation, and recommendations to channel partners and customers
- Enter and track quality issues using QC tools and actively participate in quality and review meetings
- Drive customer satisfaction through a strong commitment to quality and by providing Voice of Customer (VOC) feedback to quality and engineering teams
- Remotely program engine control units (ECUs) for replacements, CM&U upgrades, and overhauls as requested by channel partners
- Travel to customer sites to provide technical support, troubleshooting assistance, and mentoring to operators and technicians
- Utilize myPlant digital tools to proactively identify engine issues and coordinate repair activities with channel partners
- Participate in root cause analysis activities by providing data, attending review meetings, communicating findings, and supporting solution implementation in the field
- Support activities related to new product introductions and CM&U updates
- Attend required product training courses and review technical training materials as assigned
- Perform other duties as assigned to assist with successful operations and business continuity
Requirements:
- Bachelor’s degree in Engineering or an Engineering Technology degree from an accredited university or technical college with a minimum of five (5) years of experience in reciprocating engine or gas compression applications OR associate degree in a related technical field with a minimum of eight (8) years of experience in reciprocating engine or gas compression applications
- 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:
- Strong working knowledge of reciprocating engine technology, preferably within power generation or gas compression applications
- Proven ability to troubleshoot complex mechanical, electrical, and control system issues
- Strong problem-solving skills with the ability to perform and support structured root cause analysis
- Excellent verbal and written communication skills, with the ability to explain complex technical topics to diverse audiences
- Strong interpersonal skills with a customer-focused and service-oriented mindset
- 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
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.