Technical support Emea

Technical Support Engineer

Location  
Lonate Pozzolo (MI)/ Field based

About Us
Ingersoll Rand advances the quality of life by creating comfortable, sustainable and efficient environments.  Our products, systems and solutions increase the efficiency and productivity of industrial, commercial operations, homes, and improve the health and comfort of people around the world.  We have opportunities for career growth through our diverse businesses which manufacture and service many well-recognized brands.

Job Summary
We are looking for a Technical Support Engineer who will work as a key member of the technical team, supporting the Champion compressor product range for the European market and the other key compressor brands as required. He/she will be responsible for post sales technical support for the service network, technical training, parts identification and ensuring customer satisfaction whilst assuring business goals are achieved. The person will also handle a large number of varied mechanical and electrical technical support questions, fault finding and engineering related questions from both internal and external customers.

Responsibilities
•    Acquire subject matter mastery / expertise in assigned products and maintain expertise.  
•    Provide technical support for the field channel partners and directly to customers as required via phone, chat, on-line questions, emails and customer site visits.  
•    Demonstrated ability to address conflict or opposing opinions and maintain a professional and cooperative temperament with internal and external customers
•    Provide support for investigations into machinery failures and customer complaints. Communicate with peers, Engineers, Operations and Management to understand product specifications and root causes of issues
•    Liaise with the engineering, quality, warranty teams and technical experts for all product groups
•    Be able to support on line technical support systems and aid with development of new technical support tools
•    Compile technical bulletins, fault trees and troubleshooting guides to ensure field personnel have access to latest updates / reference data. This includes contributing to the Knowledge Base to improve field connectivity and effective troubleshooting.
•    Participate in NPD (New Products Development) Serviceability activities, service / design reviews, Engineering builds, development of service training / technical support capability of new technology.

 
Basic Qualifications
•    Engineering Degree or equivalent through national qualifications
•    Ideally 10+ years’ experience in technical work environment preferably service maintenance (field service technician).  Experience and ability to work effectively acting on own initiative with limited supervision requirement.
•    Proven experience within the compressor business sector or similar industry
•    Good written English and verbal communication skills
•    Competency in modbus would be an advantage
•    Fully PC Literate & knowledge of SAP would be an advantage

Key Competencies
•    In depth knowledge and understanding of oil lubricated and oil free compressed air systems
•    High level of customer satisfaction at an international level.
•    Ability to read and understand technical drawings and documents, with a strong proficiency in electrical knowledge 
•    Strong interpersonal skills with ability to communicate effectively at all levels
•    Strong Drive for results and ability to work under pressure  to meet deadlines & achieve targets
•    Pro-active approach to resolving customer issues, taking responsibility to form and lead teams as required to drive corrective actions and follow through to conclusion.
•    Self-motivated, flexable and ability to make and defend complex decisions.
•    Flexibility and adaptability to changing work requirements and multiple projects
•    Accustomed to working within an International business
•    Willing to travel internationally to Support and train channel partners.

What we Offer
•    Dynamic international working environment
•    Welfare program
•    Linkedin learning access 

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