Technical Support Specialist

We are seeking a Technical Support Specialist to be part of the regional Technical Support Team located in Latin America, specifically in Guadalajara; Jalisco, Mexico.

Role You will provide first-class support in all technical aspects for our customers, providing ongoing networking with them. The role also includes fostering customer networks by regular Service events with stakeholders across the whole community with data analysis via remote monitoring systems and full issue resolution responsibility during trouble shooting and hands on engine maintenance. Performing mechanical and/or electrical hands-on field service work and trainings on Jenbacher Gas Engines in range from 0.25 to 9.5 MW operating on natural gas or a variety of other gases (e.g., biogas, landfill gas, coal mine gas, sewage gas, hydrogen, combustible industrial waste gases).

Primary Responsibilities

• Setting up and driving customer focused issue from first contact to case solved, including briefing & debriefing and implementations of lessons learned, shared process responsibility of Premium Service End-to-end process. Helping to improve customer satisfaction.
• Establish & grow a common culture of the whole Service team, emphasizing the use of global tools, processes, approaches, a responsive mindset & communication
• Drive any open items to conclusion within the identified timeline.
• Develop and deliver mechanical and control system hands-on and classroom training courses for customers, channel partners and INNIO employees in the assigned regions.
• Identify and collaborate on improvements of training standards in close cooperation with the Global Training Center team and interface with subject matter experts in Engineering, Services, PLM, Supply Chain, etc.
• Performing mechanical and/or electrical hands-on field service work on Jenbacher Gas Engines, including but not limited to commissioning, troubleshooting, periodic maintenance, and minor overhaul. The same applies to the supplied generators and substations in the low - and medium- voltage range, the gas supply -, control - and monitoring devices (PLC controllers).

Requirements

• Strong customer service mindset and excellent skills to communicate, drive, support, empower and inspire the Service teams and Customers
• +5 years experience in a technical role or extensive years of experience with issue resolution and hands-on in the field
• Possess a technical attitude, complemented by strong business acumen
• Willingness to travel mainly Latin America
• Fluent in English written and verbal
• A team player with a multi-cultural working mindset
• Able to work efficiently without direct supervision.