Advanced Technical Support Specialist

Advanced Technical Support Specialist

As an Advanced Technical Support Specialist at INNIO your main task of this role is to solve requirements and problems at the customer's site, on the one hand reactively in the event of malfunctions or through forward-looking planning and measures to avoid downtimes. This requires stringent project management with close collaboration with all teams and departments involved internally as well as with distributors externally with the aim of optimizing customer value and positioning INNIO as a first-class service partner.

At INNIO we offer you:

• Innovative, international work environment
• Permanent contract (subject to probation period)
• Technology and tools to enhance role effectiveness
• Attractive employee benefits: Holiday allowance, Christmas bonus, Private Medical Healthcare, Multi-sport card with employer contribution
• Supported learning and practical training sessions
• Overtime paid as per regulations

Your Responsibilities:

• Comprehensive fault acceptance and rectification by telephone/system and remote data transmission using the existing database system (prompt recording of a technical problem, clear and unambiguous description of the problem) of most products (Level 2 training record)
• Forwarding a clearly defined and structured problem description, taking into account the customer's and technician's point of view, for further troubleshooting by the service organization
• If technician intervention is necessary, it must be assigned to the region's customer service via the system
• Independent coordination of service technicians on call outside business hours
• Optimize troubleshooting rate with instant access to engine data and alarms (MyPlant)
• Support of service centers, project management, quotation team, application and technology by providing feedback from service technicians, partners, contractors and customers
• Support for proactive monitoring (MyPlant) of specific plants
• Regular preparation and collection of data on emerging problems
• Control software Error analysis and implementation of necessary changes for troubleshooting
• Participation in shift and on-call work
• Independent identification of training requirements to ensure an always up-to-date level of knowledge about products, systems and processes
• Field service activities (several times per year) to ensure practical relevance
• Ensure compliance with EHS and compliance guidelines

Your Profile:

• Several years of experience in the areas of commissioning of combustion engines and/or control software
• Experience with Jenbacher gas engines preferred (ideally complete training record for Jenbacher products (Level 2 certified)
• Completed training in the electrotechnical or mechanical field (e.g. apprenticeship, HTL);
• Very good knowledge of Polish and German or English Language
• Strong analytical skills, problem-solving skills and clear view of necessary prioritization in terms of the customer's problem
• Ability to convey technical contexts in a transparent and understandable way in a conversation
• Proactively collaborate with the necessary departments to solve a technical problem
• Very good communication skills and ability to work in a team
• Strong customer orientation (internal and external)
• High degree of resilience and flexibility
• Very good IT skills (ERP systems, databases, MS office)
• Willingness to travel on business in the assigned region (approx. 50%)
• Flexibility to perform other unspecified technical support tasks