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 Engineer
Location: Hampton, NJ (Hybrid)

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.

• 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; provide 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
• Represent Ingersoll Rand in a professional and courteous manner to customers to ensure service excellence and customer satisfactio