Advanced Technical Support Specialist

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 employs over 5,000 people worldwide and is committed to moving energy forward.

The Advanced 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 troubleshooting support for INNIO Jenbacher’s product portfolio, supporting key accounts, channel partners, distributors, plant personnel, and field technicians. The Technical Support Specialist will manage technical issues from first customer contact through resolution, both remotely and onsite. This position will be remote and will follow a rotational work schedule based on business needs.

Essential Responsibilities: 

• Support 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; follow up on open action items within defined timelines
• Identify, track, and resolve technical and quality issues during commissioning, overhauls, repairs, upgrades, and maintenance activities
• Utilize global service tools, processes, and best practices to support resolution speed, quality, and customer satisfaction
• Contribute to service performance metrics and KPI reporting
• Support a collaborative, customer-centric approach 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

In addition to the responsibilities listed above, further tasks may be assigned within the scope of projects and business needs, in coordination with the direct manager and within the employee’s qualifications.

Qualifications/Requirements: 

• 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 current or future sponsorship
• 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 technical topics to diverse audiences
• Ability to work effectively in a global, multicultural environment and collaborate across functions and regions
• Ability to work independently 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

Required Work Experience:

• Minimum of five (5+) years of experience in a technical role or hands-on field service experience, with a focus on issue resolution in reciprocating engine or gas compression applications
• Strong customer service experience with the ability to handle technical issues in high-pressure environments

Education / Professional Qualification:

• Bachelor’s degree in Mechanical or Electrical Engineering, or Engineering Technology, or an associate degree in a related technical field, or a combination of education and relevant work experience

Mandatory Training / Certificates (if needed)

• Suitable INNIO Jenbacher training certificate: Commissioning

Travel Requirements:

• Willingness to travel within the Americas region up to 20% as business demands for onsite assignments or training

Primarily On-site (Limited Flexibility) 

• Location: This position is primarily on-site at our Houston, TX location. Regular, in-person attendance is required, with occasional remote work flexibility. 

Compensation Range: $74,800.00 - $112,200.00 Annually (Varies depending on relevancy of experience, technical certifications and other job-related criteria).  

What We Offer: 

• Medical, dental, and vision benefits 

• Life insurance and long-term disability coverage 

• Flexible Spending and Health Savings Accounts 

• Paid time off and 14 paid holidays 

• 401(k) retirement savings program 

INNIO uses artificial intelligence to help assess applications for this position. This includes an AI-supported tool that compares résumé information against the job description, and, to the extent applicable for this role, AI-scored skills assessments provided by a third-party assessment vendor. The outputs of these tools inform the review of applications by our recruiters, but hiring decisions are made by INNIO’s recruiters and hiring managers.  For more information, please see our Job Applicant Privacy Notice and Pre-Use Notice.