Role Description The 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. Qualifications - 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. - 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. - 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 current or future sponsorship. Knowledge, Skills, & Abilities - 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. - Ability to stand, sit, walk, use hands and fingers, reach, stoop, kneel, crouch, crawl, talk, hear, climb, balance.