Product Support Specialist

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, 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:
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 $4,000 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 drawings/schematics.
• 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 out/tag 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 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.