Technical Support and Warranty Investigation specialist

Responsibilities

• Lead the technical component investigation section of the investigation team
• Own and manage investigation cycle time and KPIs for electrical and mechanical component investigations
• Execute electrical investigations for components/systems and postprocess in ERP system
• Partner closely with the Warranty team to support resolution of high-urgency warranty cases
• Identify and implement actions to improve investigation lead time, quality, and case documentation
• Continuously improve warranty investigation cycle time to enable timely customer decisions
• Initiate, drive, and oversee detailed investigations in INNIO electrical laboratories, test rigs, and at supplier locations
• Support root cause identification and issue resolution at the component and subsystem level in collaboration with Engineering and Quality teams
• Compile, analyze, and document investigation findings, including warranty and component failure data
• Analyze data from engine control systems, retrieve data from myPlant, and upload summaries or written investigation reports to warranty cases
• Lead technical discussions with external experts, suppliers, and customers as required
• Advise and guide engineers during on-site investigations and complex technical cases
• Serve as a technical expert and focal point for electrical investigation topics within INNIO’s global engineering and service network
• Support the investigation team with third-level technical support for field-related issues
• Perform administrative and tracking activities related to investigation workflows
• Perform other duties as assigned to assist with successful operations and business continuity

Requirements

• Bachelor’s or Master’s degree in Electrical Engineering or equivalent preferred; HTL electrical engineer certification or master craftsman qualification acceptable based on experience
• Minimum of five (5) years of experience working with electrical components and control systems; experience with reciprocating engine operation and maintenance is required
• Experience with data analysis techniques and technical reporting
• Experience using diagnostic tools, remote monitoring systems, and digital service platforms
• Willingness to travel within the Americas region up to 20%, based on business needs
• Willingness to participate in shift work and on-call support as required
• Valid driver’s license
• Must be legally authorized to work in the United States without current or future sponsorship
• Knowledge, Skills, & Abilities:
• Strong working knowledge of reciprocating engine technology, preferably in power generation or gas compression applications
• Demonstrated ability to troubleshoot complex mechanical, electrical, and control system issues
• Strong analytical and problem-solving skills, including experience with structured root cause analysis
• Ability to analyze engine control system data and apply findings to technical investigations
• Familiarity with microscopy and digital photography for component inspection and documentation
• Strong project management and organizational skills with attention to detail
• Excellent written and verbal communication skills, with the ability to explain complex technical topics to varied audiences
• Strong interpersonal skills with a customer-focused, service-oriented mindset
• Proven ability to collaborate effectively in a global, cross-functional, and multicultural environment
• Ability to work independently with minimal supervision while managing multiple priorities
• Ability to work in both office and field environments, including standing, sitting, walking, reaching, climbing, and other physical activities as required