Ingersoll Rand is 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.
Job Title Product Support Specialist
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 were driving growth with an entrepreneurial spirit and ownership mindset. Learn more at irco.com and join us to own your future.
Job Overview
Reporting to the Commercial Product Support Manager this position is responsible for supporting end customers equipment owners and Retail Channel Partners within a multi-brand compressor product support structure. The role regularly includes parts identification documentation request fulfillment troubleshooting warranty administration and fulfillment of general post-sales requests for but not limited to the following commercial products and their ancillary equipment
Ingersoll Rand Small Reciprocating & Small Rotary DV Systems Small Reciprocating & Small Rotary Champion Small Reciprocating & Small Rotary
Responsibilities
Troubleshoot and diagnose failures on small compressed air equipment.
Provide parts identification technical support and warranty administration for end users and retail channel partners via phone live chat and email.
Acquire and maintain subject matter expertise in assigned air products via classroom training on-the-job training and regular team interactions.
Regularly navigate and perform searches within a variety of databases.
Gain proficiency with support systems such as Salesforce Tavant WMS Oracle etc.
Document support interactions within a case management system.
Monitor and reply to web and email requests.
Create technical articles videos and troubleshooting tips for customers.
Participate as a Subject Matter Expert during relevant New Product Development NPD activities.
Fiscally responsible for parts valued from 10 to 4000 USD.
Provide assistance and guidance to new team members as needed.
Manage multiple simultaneous support cases via phone chat and email.
90 direct support responsibilities and 10 reliability responsibilities.
Phone Calls Voice Messages - Per Day 40-50 Emails Text - Per Day 30-40
Requirements
High School Diploma.
3 years of experience working with industrial equipment.
Experience and ability to work effectively acting on own initiative with minimal supervision requirement.
Basic knowledge of Microsoft Office applications.
Preferences
Experience working with air compressors.
Knowledge of SAP Oracle Salesforce and Windchill preferred.
Core Competencies
Ability to analyze mechanical fitment and recognize physical discrepancies.
Ability to read and interpret technical drawingsschematics.
Effective technical writing skills and experience in creating clear and concise documents.
Willingness to develop a solid understanding of compressed air product operation maintenance and repair.
Demonstrated ability to function under pressure to meet tight deadlines and return customer equipment to operation.
The willingness and ability to perform hands-on equipment work as required. Requires knowledge of safety procedures e.g. lock outtag out proper lifting practices use of PPE to avoid personal injury etc.
Keen understanding of systematic troubleshooting techniques and methodologies to diagnose failures on small equipment < 50HP.
Understanding of the principles of pneumatic control and small electrical components including electric induction motors.
Sufficient experience and ability to work effectively acting on own initiative with minimal supervision is a requirement
Effective communication skills necessary to interact with peers and teams to resolve technical issues.
Planning and organizational skills with effective timely follow up.
Travel & Work Arrangements
Requirements 4 days onsite 1 remote.
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 401k 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. NYSEIR 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.
To Apply
Please apply via our website httpsir-jobs.dzconnex.com by June 16th in order to be considered for this position.
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 401k 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 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.
Driven by a 100-year-old tradition of technological innovation, Ingersoll Rand is a global, world-class company which has undergone a major transformation in the last decade. Our people, products, systems and services remain in the forefront of their respective markets and industries in order to enable our customers and employees to create a positive impact in their world. Today's Ingersoll Rand enables customers to create progress – particularly in the areas of safety, comfort and efficiency.
Our people and our family of brands-including Club Car®, Ingersoll Rand®, Schlage®, Thermo King® and Trane®-work together to enhance the quality and comfort of air in homes and buildings, transport and protect food and perishables, secure homes and commercial properties, and increase industrial productivity and efficiency. We are a $13 billion global business with over 50,000 employees committed to sustainable business practices within our company and for our customers.