Technical Support Specialist

Innio; Mexico; On-site; PHP 2,452,483 - 3,678,724; Full time

Job summary

Innio is seeking a Technical Support Specialist to join the regional Technical Support Team in Mexico. The role involves providing top-notch technical support to customers and includes training on Jenbacher Gas Engines. Successful candidates should have strong communication skills and 5+ years of experience in a technical role.

The position requires a customer service mindset, fluency in English, and the ability to work independently. Frequent travel within Latin America is expected.

Qualifications

• 5+ years experience in a technical role or extensive experience in issue resolution.
• Fluent in English, both written and verbal.
• Able to work efficiently without direct supervision.

Responsibilities

• Provide first-class support to customers and foster networks.
• Drive customer-focused issue resolution from first contact to case solved.
• Develop and deliver training courses for customers and team members.
• Perform mechanical and electrical field service work on Jenbacher Gas Engines.

Skills

Customer service mindset

Communication skills

Issue resolution

Mechanical skills

Electrical skills

Job description

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, data analysis via remote monitoring systems, and full issue resolution responsibility during troubleshooting and hands‑on engine maintenance. Performing mechanical and/or electrical hands‑on field service work and training on Jenbacher Gas Engines in a 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 implementing 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.