Product Support Engineer

Job Title  
Product Support Engineer

Location  
Hampton, NJ

About Us
For more than 100 years, professionals have relied on Ingersoll Rand for Quality and Performance on the toughest jobs. Our advanced engineering and manufacturing have a standard of excellence often copied but never matched. When it comes to assembly tools, industrial tools, cordless tools, and vehicle service tools, our clients don’t settle for less.  

Job Summary
Join our dynamic Power Tools and Lifting division where innovation meets excellence. From demolishing mines to erecting skyscrapers, our powerful tools make building thrilling and efficient.  As a pivotal member of our team, serving in the technical customer service group, the Product Support Engineer brings a strong mechanical aptitude that aids them in developing solutions to the technical challenges faced by our customers. From pneumatic wonders to cutting-edge electronic tools, cordless marvels to powerful hoists, air motors to engine starters, our product support team possess the expertise to navigate through a myriad of complexities.

At the heart of our mission is the unwavering commitment to ensuring seamless customer experiences. While fluency in English is essential, bilingual skills in Spanish and/or French is advantageous and will set your resume apart from the crowd. The goal in this position is to provide insightful guidance on product application, utilization, and repair. 

Our Product Support Engineers empower our clients to optimize their operations while minimizing downtime, particularly in critical assembly processes. By swiftly resolving customer challenges, we pave the path for future sales opportunities, driving our continued success and growth. Through our relentless dedication to efficiency, we aim not only to resolve issues swiftly and effectively but also to enhance the overall ease of doing business with Ingersoll Rand. 

Responsibilities
Provide technical product support to customers for applicable products:  

• Troubleshooting and problem solving
• Product specifications, application recommendations, installation assistance 
• Product conversions and competitive crossovers
• Distributor referrals, service center referrals
• Interpret parts breakdowns and provide maintenance instructions

Manage customer problem resolution activities at the field level: 

• May include providing step-by-step solutions via phone or email, and facilitating product replacement, repair or return
• Serve as aftermarket subject matter expert for complex assembly / manufacturing / industrial systems, providing Level 3 support to internal and external customers. 
• Escalate customer product quality issues to the Corrective and Preventative Action System (IR-CAPA) that require more complex cross functional resolution.  Work with the cross functional team as necessary to resolve the problem.
• Conduct product evaluations, testing and teardown on returned warranty product to determine failure mode, causes and/or recommend further investigation and action
• Represent Technical Support on new product development teams by providing input on product serviceability, quality and reliability issues
• Provide technical input for the creation of technical service bulletins for subsequent review, approval and publishing to our Help Center for access by Ingersoll Rand personnel, channel partners and end customers
• Contribute to the development of product and service training material and assist trainers with delivery of training as required.
• Submit and/or process warranty claims in the Warranty Management System as the defined outcome of a product/application troubleshooting activity with customers
• Create and publish content to the Technical Service Knowledge Base/Help Center 

Basic Qualifications

• Education:  BS degree in Technical/Engineering discipline
• Experience: Minimum 3-7 years of experience in a technical discipline.

Knowledge & Experience must include

• Mechanical and electromechanical system troubleshooting and diagnostics
• Understanding of manufacturing execution system and their components.
• Fastening and or material handling experience is highly recommended, but not absolutely required.
• Hands-on experience in manufacturing systems design, repair, and/or maintenance operations would be beneficial.    

Travel & Work Arrangements/Requirements

• Travel up to 10%
• On-site / Hybrid: Customer/Distributor visits for product/application assessments
• On-site / Hybrid: Distributor, Customer, Sales training

Key Competencies

• Excellent problem solving and critical thinking skills
• Technical aptitude – ability to understand and troubleshoot complex mechanical and electromechanical systems, diagnose problems and recommend solutions
• Ability to coordinate the investigation and resolution of simultaneous customer issues through effective time management and organizational skills
• Excellent verbal communication skills and technical writing skills
• Excellent computer skills with knowledge of Microsoft Office including Word, Excel, PowerPoint, Teams, and SharePoint, and Oracle-based programs
• Proficient with mechanical and electronic test equipment and test methodologies
• Bilingual in English and Spanish or French desirable    

What we offer
Ingersoll Rand offers a comprehensive benefits program that includes, but is not limited to:

• 401K (Matching up to 6%)
• Medical plans, Dental, Vision
• Vacation time, paid holidays and sick time 
• Company provided short term and long term disability, life insurance and employee assistance programs
• Ingersoll Rand stock

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.

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. 
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