Service Support Specialist – Industrial Equipment

Job Title:


Service Support Specialist – Industrial Equipment
Location:
Davidson, NC
About Us:

Imagine a company with technology leadership of over 160 years, yet it operates with the energy of a startup. Ingersoll Rand has dedicated itself to Making Life Better for its employees, customers, shareholders, and planets. We produce innovative and mission-critical flow creation and life science technologies – from compressors to precision handling of liquids, gasses, and powers – to increase industrial productivity, efficiency, and sustainability. Supported by over 80+ brands, our products are used in various end-markets including life sciences, food and beverage, clean energy, industrial manufacturing, infrastructure, and more. Across the globe, we’re driving growth with an entrepreneurial spirit and ownership mindset. Learn more at irco.com and join us to own your future.
Job Overview:

The Technical Support Engineer is responsible for providing post sales technical support on air product lines for the authorized local service providers. Reporting to the regional Technical Support manager of a designated product range, this position is responsible for providing support for service network, supporting Technical Training as a subject matter expert and leveraging technology, to maximize customer satisfaction, loyalty and retention to assure company business goals are achieved. This role collaborates with other regional Technical Support teams and enables capability between regions.
Responsibilities:

• Acquire subject matter expertise in assigned air products and maintain expertise.
  
• Represent Training and Technical Support on new product development teams.
  
• Demonstrated ability to address conflict or opposing opinions and maintain a professional and cooperative temperament with internal and external customers.
  
• Provide technical support for the field support organizations (IRCC’s and Distribution) and directly to customers as required via phone, emails and customer site visits.
  
• Support contact management capability for interaction with channel field technicians in support of resolving complex product and system issues impacting our customers.
  
• Provide problem solving in a technical support role.
  
• Load repetitive quality / reliability issues into QRMSa.
  
• 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, through all mode of multimedia.
  
• Communicate with peers, Engineers, Operations and Management to understand product specifications and root causes of issues.
  
• Mentor Product Support team members by enhancing the professional and technical skills.
  
• Support the development and implementation of “state-of-the -art” practices and technology and solutions to achieve operational excellence and customer support 24/7.
  
• Engaged in New Product Development activities such as design and reliability, field trial testing/feedback, field upgrades training / technical support capability of new technology.
  
• Participates in the activities of global expertise network leaders to drive TechDirect knowledge management execution; improve technician effectiveness with faster access to solutions and knowledge base.
  
• Global Multi-media technical solution authoring and deployment.
  
• Occasional delivery of air product technical training to customer centers, distributors, and customers.
  
• Perform setup/teardown/storage, troubleshooting, and maintenance of classroom equipment.
  
• Scope & Dimensions: Fiscally responsible for equipment valued around $50,000 + USD. 70% Phone, 20% Reliability / Projects, 10% Training (Phone Calls 5-20 per day).
  

Requirements:

• High School Diploma or G.E.D.
  
• 5+ years of experience working with and troubleshooting industrial equipment.
  
• Experience effectively acting on own initiative with minimal supervision.
  

Preferences:

• EPA 608 certification.
  
• Experience with B2B or channel distribution.
  
• Experience working with refrigerated dryers and/or desiccant dryers.
  

Core Competencies:

• Strong communication skills: written, presentation, verbal.
  
• Customer focused.
  
• Self-motivated, high initiative, self-directed.
  

Travel & Work Arrangements/Requirements:

Onsite
What We Offer:

At Ingersoll Rand, we embrace a culture of personal ownership – taking responsibility for our company, our communities, and our environment, as well as our individual health and well-being. Our comprehensive benefits package is designed to empower you with the tools and support necessary to take charge of your health, ensuring that together, we can continue to make life better. Our range of benefits includes health care options like medical and prescription plans, dental and vision coverage, as well as wellness programs. Additionally, we provide life insurance, a robust 401(k) plan, paid time off, and even an employee stock grant, among other offerings. These benefits are our commitment to you, so you can be your best at work and beyond.
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.