Advanced Technical Support Specialist

Accountabilities: In this role, you will oversee technical issue resolution, support field service operations, and help maintain high standards of equipment reliability and customer service. Your main responsibilities will include: Manage customer-focused responses to unplanned service events, overseeing technical cases from initial contact through final resolution. Coordinate field technician dispatch, provide technical briefings, conduct debriefings, and ensure lessons learned are incorporated into future service activities. Deliver first-, second-, and third-level troubleshooting support for gas engines and associated systems, both remotely and onsite. Support commissioning, startup, minor maintenance, and troubleshooting activities involving engines and packaged accessories. Provide technical assistance for generators, low- and medium-voltage systems, gas supply equipment, control systems, and programmable logic controllers (PLCs). Coordinate with customers, distributors, and service partners to assess site readiness, verify compliance, and ensure documentation accuracy. Follow up on outstanding technical actions and ensure issues are addressed within established timelines. Identify, track, and resolve technical and quality issues arising during commissioning, overhauls, repairs, upgrades, and maintenance activities. Apply global service tools, established processes, and best practices to improve resolution speed, service quality, and customer satisfaction. Contribute to service performance indicators, key performance metrics, and reporting activities. Collaborate with technical support and field service teams to promote responsiveness, clear communication, knowledge sharing, and continuous improvement. Participate in service events and technical forums to strengthen customer and partner relationships and share technical expertise. Perform additional duties within the scope of the role and support operational continuity as required. Requirements The ideal candidate will bring substantial hands-on technical or field service experience, strong troubleshooting capabilities, and a customer-oriented approach. You should be comfortable working independently, managing complex technical cases, and collaborating with teams across different regions. The following qualifications and skills are expected: At least 5 years of experience in a technical role or hands-on field service position, particularly involving reciprocating engines or gas compression applications. Demonstrated customer service experience and the ability to manage technical issues effectively in high-pressure situations. A bachelor's degree in Mechanical Engineering, Electrical Engineering, or Engineering Technology; an associate degree in a related technical field; or an equivalent combination of education and relevant professional experience. Understanding of gas engine systems and their mechanical, electrical, and control components. Strong technical aptitude, business awareness, and basic IT proficiency. Excellent troubleshooting, problem-solving, and root cause analysis skills, including experience with mechanical failure analysis. Proficiency in diagnostic tools, remote monitoring systems, and digital service platforms. Strong verbal and written communication skills, with the ability to explain technical concepts to customers and audiences with varying levels of technical knowledge. Ability to collaborate effectively in a global, multicultural environment and work across different functions and regions. Ability to work independently, manage multiple priorities, and maintain strong organizational skills. High attention to detail and a consistent focus on safety, quality, and customer satisfaction. Willingness to participate in rotational shift schedules and on-call support based on business requirements. Willingness to travel within the Americas region up to 20% for onsite assignments or training. Valid driver's license. Legally authorized to work in the United States without current or future employer sponsorship. Relevant commissioning training certification for the supported engine product portfolio. Ability to work in both field and office environments, with the physical capacity to sit for extended periods, communicate effectively, use standard computer equipment, and lift up to 10 lbs. Benefits Annual salary range of $74,800–$112,200, depending on relevant experience, technical certifications, and other job-related qualifications. Medical, dental, and vision insurance coverage. Life insurance and long-term disability coverage. Flexible Spending Accounts (FSA) and Health Savings Accounts (HSA). Paid time off. 14 paid holidays annually. 401(k) retirement savings program. Professional development opportunities and access to challenging technical projects. Primarily onsite position based in Houston, Texas, with limited flexibility for occasional remote work. Remote training and work arrangements where applicable to the position. Travel opportunities across the Americas region, up to 20% depending on business needs.