Innio Group

Job Summary:
INNIO Group is a successful company in the power and gas compression space, providing sustainable energy solutions. The Lead Technical Support Specialist will deliver expert troubleshooting support for INNIO Jenbacher’s product portfolio, managing complex technical issues and ensuring customer satisfaction.
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
Qualifications:
Required:
• 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
Company:
INNIO Group is a global producer of reciprocating gas engines for power generation and mechanical drive. Founded in 2018, the company is headquartered in Tirol, AUT, with a team of 1001-5000 employees. The company is currently Late Stage.