Technical Product Support Specialist

Ingersoll Rand is committed to achieving workforce diversity reflective of our communities. We are an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to age, ancestry, color, family or medical care leave, gender identity or expression, genetic information, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran status, race, religion, sex (including pregnancy), sexual orientation, or any other characteristic protected by applicable laws, regulations and ordinances. 

Join Our Growing Team! Ingersoll Rand's Precision & Science Technologies division seeks a Product Technical Support Specialist for the ARO Americas team within the Industrial Flow business unit.

Position Summary:

Product Technical Support Specialist will provide global support in technical answers/advice to assist customers with product problem resolution and application assistance on one or more of the following product lines: Industrial Diaphragm pumps, Piston pumps, Electric Pumps, Pneumatic Valves, Pneumatic Cylinders, Pneumatic Logic, Air Filters, Air Regulators and Air Lubricators.

Key Responsibilities:

• Provide technical product support, including troubleshooting, product selection, identification, specifications, installation assistance, maintenance instructions and problem resolution.
• Manage customer problem resolution at the field level and coordinate product replacement or repair, including submittal requests for additional assistance when required via Quality Management System.
• Offer product support to Marketing, Product Management, and Sales teams, including the review and proofreading of product catalogs and literature.
• Represent Technical Support and input on new product development teams, including product serviceability, quality, and reliability issues.
• Provide product demonstration, setup/installation, and training for channel partners, end customers and other Ingersoll Rand employees.
• Create product-training literature and knowledge base articles.
• Make service-related decisions on behalf of Ingersoll Rand.
• Assist with electronic controller troubleshooting, with electronic interfaced pneumatic diaphragm & electric pumps.
• Advise customers on safety procedures for electrical/electronic and pneumatic equipment.
• Support customers with product startup and commissioning.

Work Arrangement and Travel Requirements:

• This is a hybrid role, with up to 15% travel as needed.

Key Functional Competencies:

• Customer Service: Ability to meet or exceed customer service needs and expectations, providing excellent service in a direct or indirect manner.
• Communication and Stakeholder Engagement: Ability to gather, interpret and effectively communicate product information in a clear, concise, way, using multiple communication channels (verbal, written, email, chat) to various internal and external stakeholders.
• Troubleshooting: Ability to effectively collaborate to find technical root cause of issues and provide timely resolution.
• Technical/mechanical Acumen: Ability to understand and troubleshoot complex pneumatic and electromechanical systems and diagnose problems over the phone or on customer site.

Key Qualifications:

• Bachelor’s degree in a Technical/Mechanical Engineering discipline or equivalent experience.
• 5+ years in technical customer service or application engineering.
• Understand pneumatic and electrical/electronic components and applications.
• Interpret technical drawings, wiring diagrams, and written instructions.
• Ingersoll Rand service certifications for Piston Pump, Diaphragm Pump, and Fluid Power preferred.
• PLC, IoT, SCADA knowledge preferred.
• Bilingual in Spanish preferred.

What we Offer:

At Ingersoll Rand, we think and act like owners – of our business, our communities, our planet, and our health too. The Ingersoll Rand benefits program provides you with the tools and resources to take accountability for your health so that we can continue to help make life better.  Benefits of employment and include:

• Medical, Dental, Vision, Short- and Long-term disability, Life/AD&D insurance, Health Savings Account / Flexible Spending Account, and Prescription drug plans.
• 3 weeks of paid vacation and 11 paid holidays throughout the calendar year
• 401k plan with a company match dollar for dollar up to 6% 
• Employee Stock Grant
• Employee Assistance Program, Wellness and Chronic disease management programs and Discount Program.
• Parental Leave
• Voluntary benefits include legal, accident, and critical illness protection.

Ingersoll Rand Inc. (NYSE:IR), driven by an entrepreneurial spirit and ownership mindset, is dedicated to helping make life better for our employees, customers and communities. Customers lean on us for our technology-driven excellence in mission-critical flow creation and industrial solutions across 40+ respected brands where our products and services excel in the most complex and harsh conditions. Our employees develop customers for life through their daily commitment to expertise, productivity and efficiency. For more information, visit www.IRCO.com.