Lead Engine Support Specialist - Power Generation

DescriptionAbout 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 learnedProvide first, second, and third level troubleshooting support for INNIO Jenbacher gas engines and associated systems, both remotely and onsiteSupport commissioning, start-up, minor maintenance, and troubleshooting activities for engines and packaged accessories, including generators, low- and medium-voltage systems, gas supply, controls, and PLCsCoordinate with customers, distributors, and service partners to evaluate site readiness, conformity, and documentation accuracy; drive open action items to closure within defined timelinesIdentify, track, and resolve critical technical and quality issues during commissioning, overhauls, repairs, upgrades, and maintenance activitiesDrive consistent use of global service tools, processes, and best practices to improve resolution speed, quality, and customer satisfactionContribute to service performance metrics and KPI reporting, supporting visibility into issue resolution effectivenessFoster a collaborative, customer-centric culture across technical support and field service teams, emphasizing responsiveness, clear communication, and continuous improvementParticipate in service events and technical forums to support knowledge sharing and strengthen customer and partner relationshipsPerforms other duties as assigned to assist with successful operations and business continuityRequirements: Bachelor’s degree in Mechanical Engineering or Electrical EngineeringMinimum of seven (7) + years of experience in a technical role, or extensive hands-on experience in issue resolution within field service supporting INNIO Jenbacher enginesStrong customer service experience with the ability to manage complex technical issues in high-pressure environmentsProficiency in Microsoft OfficeWillingness to travel within the Americas region up to 20% as business demands Willingness to participate in shift work and on-call support as requiredValid driver’s licenseLegally authorized to work in the U.S. without sponsorship now or in the futureKnowledge, Skills, & Abilities: In-depth understanding of gas engine systems and related mechanical, electrical, and control componentsSolid technical aptitude combined with business awareness and basic IT proficiencyStrong problem-solving and root cause analysis skills, including experience with mechanical failure analysisExcellent verbal and written communication skills, with the ability to explain complex technical topics to diverse audiencesAbility to work effectively in a global, multicultural environment and collaborate across functions and regionsProven ability to work independently with minimal supervision while managing multiple prioritiesProficiency in using diagnostic tools, remote monitoring systems, and digital service platformsStrong organizational skills and attention to detail, with a focus on safety, quality, and customer satisfactionAbility to work in a field or office environmentAbility to stand, sit, walk, use hands and fingers, reach, stoop, kneel, crouch, crawl, talk, hear, climb, balanceINNIO 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.