Product Support Specialist I - Ingersoll Rand : Job Details

Product Support Specialist I

Product Support Specialist I

BH Job ID: 1453

SF Job Req ID: 11055

Product Support Specialist I

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.

Product Support Specialist I

Job Location : Hybrid in Bryan, OH

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 comprehensive technical support for products, including troubleshooting, maintenance guidance, and resolution of field-level issues, coordinating with the Quality Management System as needed.

* Assist with product-related inquiries, collaborating with Marketing, Sales, and Product Management teams, and contribute to the creation and proofreading of product literature.

* Participate in new product development with a focus on serviceability, quality, and reliability, and represent the Technical Support team's perspective.

* Conduct product demonstrations, installations, and training sessions for various stakeholders, including creating supporting training materials and knowledge base articles.

* Make informed service decisions on behalf of the company and assist with troubleshooting for electronic controllers and various pump technologies.

* Provide safety advice and support for product commissioning, startup, and the use of electrical/electronic and pneumatic equipment.

* Handle post-order customer support tasks with a sense of urgency, including marketing rebates, stock returns, and sales disputes, while collaborating with finance, operations, and sales teams.

* Utilize and maintain internal communication tools and systems to manage customer interactions, update statuses, and drive customer satisfaction.

* Develop strong relationships with key accounts, serve as the first escalation point for issues, and manage multiple concerns to resolution with effective organizational skills.

* Perform additional duties as required, including handling phone calls and processing replacement orders.

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.

At Ingersoll Rand we foster inspired teams. As a powerful and progressive global industrial company, we are looking for talented candidates with a bias for action and an entrepreneurial spirit to join our team. Our employees are empowered to act as owners every day for our customers, our communities and themselves. We offer a broad range of opportunities to build a successful and rewarding career with an innovative company. Join us at the new and exciting Ingersoll Rand.

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.