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Lead Technical Support Specialist
Description
As a Technical Support Specialist for Waukesha, you will provide first-class technical support for end-customers in INNIO’s indirect and direct markets, key accounts, channel partners, distributors, plant personnel, and field technicians. You will deliver premium service performance, hands-on engine maintenance, and collect valuable engine experience across the global plant and engine fleet.
Your Responsibilities:
- Provide excellent 1st to 3rd level troubleshooting support for customers and partners.
- Deliver hands-on engine maintenance and foster customer networks through regular service events and stakeholder engagement.
- Set up and drive customer-focused issue resolution for both common and unplanned service events, from first contact to case closure, including field technician dispatching, briefing, debriefing, and implementation of lessons learned.
- Share process responsibility for the Premium Service End-to-End process, both onsite and remote, to improve customer satisfaction.
- Establish and grow a common culture within the Technical Support and Field Service team, emphasizing global tools, processes, approaches, and responsive communication.
- Work independently on commissioning/start-up, maintenance, overhaul, repairs, and troubleshooting of Waukesha Gas Engines and supplied packaged accessories (generators, low & medium voltage, gas supply, controls, PLC controllers).
- Collaborate with distributors/customers to evaluate pre-commissioning checklists for completion and accuracy.
- Drive open items to conclusion within identified timelines, and track critical quality issues during start-up/commissioning, overhauls, repairs, upgrades, and maintenance works.
Your Profile:
- Degree in Electrical or Mechanical Engineering or local equivalent.
- Strong customer service mindset with excellent communication, support, and empowerment skills.
- Minimum 5 years’ experience in a technical role or extensive experience with issue resolution exposure within (Field-) Service.
- Technical attitude complemented by strong business acumen.
- Willingness to travel worldwide (~60%).
- Fluent in English, both written and spoken.
- Team player with a multi-cultural working mindset.
- Able to work efficiently without direct supervision.
- Preferred: multiyear working experience with Waukesha gas engines in the field, operational & commissioning, all engine types.
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