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Lead Engine Support Specialist - Power Generation

Innio

Houston, Texas

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JOB DETAILS
SKILLS
2nd Level Support, 3rd Level Support, Analysis Skills, Artificial Intelligence (AI), Best Practices, Career Development, Commissioning, Communication Skills, Continuous Improvement, Customer Relations, Customer Satisfaction, Customer Support/Service, Detail Oriented, Diagnostics Solutions/Software, Distribution Channel, Distribution Services, Documentation, Driver's License, Electrical Components, Electrical Engineering, Electricity, Event Management, Failure Analysis, Identify Issues, Mechanical Engineering, Medium Voltage (MV), Microsoft Office, Multicultural, Multitasking, Network Operations Center, On Call, On Site Support, Organizational Skills, Performance Metrics, Power Generation, Presentation/Verbal Skills, Problem Solving Skills, Product Support, Programmable Logic Controller (PLC), RMON, Resolve Customer Issues, Root Cause Analysis, Safety/Work Safety, Site Evaluation, Startup, Team Player, Technical Leadership, Technical Support, Willing to Travel, Writing Skills
LOCATION
Houston, Texas
POSTED
30+ days ago

Beschreibung

About INNIO Group:
INNIO Group is a global distributed energy solutions provider that delivers reliable, flexible, transient, decentralized, modular and efficient power. With a track record of innovation, INNIO designs, manufactures and services high‑performance power systems under its Jenbacher and Waukesha brands. The company delivers power for applications including data centers, microgrids, grid stabilization, industrial energy and gas compression. 
 
INNIO operates a global installed base across approximately 100 countries as of December 31, 2025, supported by a resilient, high‑margin services business that delivers long‑term, recurring revenues across the full equipment lifecycle. As electricity demand accelerates—driven by AI, electrification and grid constraints—INNIO enables scalable, behind‑the‑meter power generation with high efficiency, fast start capability, strong transient performance and fuel flexibility, including hydrogen‑ready solutions. INNIO employs over 5,000 people worldwide and is committed to moving energy forward. 
Position Overview: 
The Lead Technical Support Specialist is a key member of INNIO’s global Technical Support organization, providing high-quality technical support to customers across direct and indirect markets in the Americas. This role delivers expert level troubleshooting support for INNIO Jenbacher’s product portfolio, supporting key accounts, channel partners, distributors, plant personnel, and field technicians. The Lead Technical Support Specialist will manage complex technical issues from first customer contact through resolution, both remotely and onsite.
 
Essential 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
Requirements: 
  • 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
    Knowledge, Skills, & Abilities: 
    • 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

    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.

    About the Company

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