Lead Technical Customer Support Engineer

About Us

By combining a rich legacy in the power and gas compression space with pioneering technology, INNIO brings our customers affordable, reliable, and sustainable energy solutions for today—and tomorrow. We are helping to meet today’s energy needs with 64 GW of installed capacity and 48,000 of our powerful Jenbacher and Waukesha engines, which can be found in more than 100 countries. And, by harnessing our history of energy industry firsts along with the power of digital innovation, we will continue to deliver for the future. 

Our fuel-flexible Waukesha gas engines are designed for reliable performance in isolated, mission-critical and demanding applications, delivering dependable energy even under high-stress conditions. It’s time to take engines to a place no one else can. Welcome to INNIO!

Work Location & Structure:

The Lead Technical Customer Support Engineer is a remote position that needs to be based in the Central Alberta, Canada geography (EX: Calgary, Edmonton, Grand Prairie).

Position Responsibilities

• Provide technical assistance, failure analysis, and troubleshooting to channel partners and customers for all Waukesha engine products via phone, email and through the Salesforce Issue Resolution system
• Travel to customer sites to provide technical support and troubleshooting. Create technical reports from the visits.
• Focus on customers in power generation/gas compression applications.
• Coordinate the return of parts from the field for analysis.
• Provide technical data and information to channel partners and customers.
• Enter quality issues in the QC tools and participate in review meetings.
• Drive customer satisfaction through commitment to quality.
• Remotely program engine control units as requested by channel partners for replacements, CM&U upgrades and overhauls.
• Utilize myPlant to pro-actively identify engine issues and coordinate with channel partners to perform the repairs.
• Participate in the root cause analysis process by providing data when requested, attending review meetings and communicating solutions to the field.
• Perform Customer Focus Trainings – Training customer accordingly his fleet.
• Assist customers in commissioning/startup activities.
• Assist in activities related to new product support and CM&U introductions.
• Attend training courses and review training materials when requested.
  
  

Minimum Requirements

• Engineering Technical Degree from a University or Technical College and minimum of 5 years’ work experience in reciprocating engines, power generation, gas compression or a related industry. We would also accept an Associate's degree or equivalent in a related technical field plus a minimum of 8 years' work experience in reciprocating engines, power generation, gas compression or a related industry.
• Ability and willingness to travel 30-50% of time.
  
  

Preferred Skills

• 8+ years of experience with reciprocating engine technology.
• Demonstrated ability to work with a cross-functional teams.
• Proven interpersonal skills.
• Strong communication & problem solving capabilities.
• Commercial sensitivity with a focus on customer needs.