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    Advanced Technical Support Specialist - Houston, United States - Innio LLC

    Innio LLC
    Innio LLC Houston, United States

    4 weeks ago

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    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 :
    • Strong customer service mindset and strong skills to drive, support, empower and inspire the Service teams and Customers
    • +7 years experience in a technical role or extensive years of experience with issue resolution exposure within (Field-) Service on INNIO Jenbacher engines
    • Technical attitude, complemented by strong business acumen including basic IT skills Willingness to travel within the Americas Region (~30%)
    • Willingness to work in shift model (depending) and on call
    • Degree in electrical or mechanical engineering or local equivalent
    • Fluency in English is a must
    Job specific knowledge :
    • Strong communication skills...experienced in customer communications.
    • Boundaryless and multi-culture working mindset and team player.
    • Able to work efficiently without direct supervision.
    Preferred:
    • Multiyear working experience with Jenbacher gas engines in the field, operational & commissioning, all engine types;
    • Jenbacher training certifications: FTB, FTA, CT1, CT2, MR6
    • Mechanical RCA research and analysis exposure
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