Lola Blankets is hiring a Product Support Specialist with a mechanical and electrical focus to provide expert technical assistance for our engine product portfolio. You will deliver high-quality troubleshooting support, failure analysis, and issue resolution to channel partners and customers, playing a critical role in driving satisfaction and product quality.
What You'll Do
- Provide technical assistance, failure analysis, and troubleshooting support to channel partners and customers via phone, email, and the Salesforce Issue Resolution system.
- Coordinate the return of parts from the field for technical analysis and follow up on findings.
- Provide accurate technical data, documentation, and recommendations to partners and customers.
- Enter and track quality issues using QC tools and actively participate in quality and review meetings.
- Drive customer satisfaction through a commitment to quality and by providing Voice of Customer feedback to quality and engineering teams.
- Remotely program engine control units (ECUs) for replacements, upgrades, and overhauls as requested.
- Travel to customer sites to provide technical support, troubleshooting assistance, and mentoring to operators and technicians.
- Utilize myPlant digital tools to proactively identify engine issues and coordinate repair activities.
- Participate in root cause analysis activities by providing data, attending meetings, communicating findings, and supporting solution implementation.
- Support activities related to new product introductions and updates.
- Attend required product training courses and review technical training materials as assigned.
- Perform other duties as assigned to assist with successful operations.
What We're Looking For
- Bachelor’s degree in Engineering or an Engineering Technology degree with a minimum of five (5) years of experience in reciprocating engine or gas compression applications OR an associate degree in a related technical field with a minimum of eight (8) years of experience in the same applications.
- Proficiency in Microsoft Office.
- Willingness to travel within the Americas region up to 20% as business demands.
- Willingness to participate in shift work and on-call support as required.
- Valid driver’s license.
- Legally authorized to work in the U.S. without sponsorship now or in the future.
Technical Stack
- Microsoft Office
- Salesforce Issue Resolution system
- myPlant digital tools
- Diagnostic tools
- Remote monitoring systems
- Digital service platforms
Team & Environment
You will collaborate across functions and regions in a global, multicultural environment. We have a strong commitment to safety, quality, and customer satisfaction.
Work Mode
This is an onsite position located in Houston, TX.
INNIO is an Equal Opportunity Employer. Employment decisions are made without regard to race, color, religion, national or ethnic origin, gender (including pregnancy), sexual orientation, gender identity or expression, age, disability, veteran status or any other characteristics protected by law.
