Senior Technical Support Engineer

Ingersoll Rand; Buffalo (NY); On-site; USD 92,000 - 135,000; Full time

Benefits offered by this job

Health benefits

401(k) plan

Paid time off

Employee stock grant

Job summary

Ingersoll Rand is seeking a Senior Technical Support Engineer to deliver post-sales technical support for air product lines. The role reports to the regional Technical Support manager and focuses on quality, reliability issues, escalations, mentoring, and technical training to maximize customer satisfaction.

The position requires a Bachelor's degree or equivalent, 10+ years in a technical environment, and proficiency with MS Office.

Qualifications

• Bachelor's degree or global/regional technical equivalent experience.
• 10+ years' experience in a technical work environment.
• MS Office skills - proficiency in PowerPoint, Excel and Word essential.

Responsibilities

• Provide a high level of problem solving in a technical support role.
• Lead teams dealing with resolution of complex technical issues with peers, Engineers, Operations and Management.
• Provide Top Tier technical support for field organizations and customers via phone, emails and on-site visits.
• Mentor Tech Support team members to enhance professional and technical skills.
• Contribute to Knowledge Base and troubleshooting guides to improve field connectivity and solutions.

Skills

Communication skills

Leadership

Problem solving

Education

Bachelor's degree or global/regional technical equivalent experience

Tools

MS Office

Job description

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

Senior Technical Support Engineer

Location

Buffalo, NY; Davidson, NC or Quincy, IL (This role could be performed remotely for strong candidates)

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

Technical Support Senior Engineer - Compression Technologies and Services is responsible for providing post sales technical support on air product lines for the authorized local service providers. Reporting to the regional Technical Support manager of a designated product range, this position is responsible for understand and driving key product quality and reliability issues, handing escalated customer issues, mentoring of the team, supporting Technical Training as a subject matter expert and leveraging technology, to maximize customer satisfaction, loyalty and retention to assure company business goals are achieved. This role collaborates with other regional Technical Support teams and enables capability between regions.

Responsibilities

• Provide a high level of problem solving in a technical support role. Frequently takes lead on quality / reliability issues and projects
• Communication skills necessary to effectively lead teams dealing with resolution of complex technical issues with peers, Engineers, Operations and Management
• Provide Top Tier technical support for the field support organizations (IRCC's and Distribution) and directly to customers as required via phone, emails and customer site visits
• Mentor Tech Support team members to enhance the professional and technical skills
• Compile technical bulletins fault trees and troubleshooting guides to ensure field personnel have access to latest updates / reference data. This includes contributing to the Knowledge Base to improve field connectivity and effective troubleshooting, through all mode of multimedia.
• Support the development and implementation of "state-of-the -art" practices and technology and solutions to achieve operational excellence and customer support 24/7
• Engaged in New Product Development / IRPDP activities such as design and reliability, field trial testing / feedback, field upgrades training / technical support capability of new technology.
• Support contact management capability for high cadence interaction with channel field technicians in support of resolving complex product and system issues impacting our customers.
• Actively involved in weekly global QRMSa issued escalated as a result of know field issues related to negative repetitive quality and reliability trends.
• Subject master / expert (SME) / Champion for a designated line of complex air products.
• Coordinates / participates in the activities of global expertise network leaders to drive Tech Direct knowledge management execution; improve technician effectiveness with faster access to solutions and knowledge base.
• Instruct Technical classes on multiple air product lines
• Global multi-media technical solution authoring, proof reading and deployment.
• Scope & Dimensions: Fiscally responsible for equipment valued around $2,500,000+ USD. 40% Reliability / Projects / content creation, 30% Training, 20% Phone (Phone Calls 5-10, Escalated Issues 5-10 Per day) & Travel 10%
• Leads calls for Master Techs on field experience and feedback.

Requirements

• Bachelor's degree or global/regional technical equivalent experience. (e.g. N3)
• 10+ years' experience in a technical work environment. Experience and ability to work effectively acting on own initiative with minimal supervision required.
• MS Office skills - proficiency in PowerPoint, Excel and Word essential.

Core Competencies

• Work does involve confidentiality to prevent potential exposure to claims against the company either legally or financially
• Solid Leadership skills, communication & motivation skills, able to build strong internal & external relationships the development of team capabilities. Experience of supporting teams, complex customer issues and projects.
• Strong Interpersonal Skills, with ability to influence others at different levels.
• Self-motivation and ability to make and defend complex decisions.
• Planning and organizational skills with effective follow up and follow through.
• English language, additional languages are an advantage.
• Effective communication skills, both written and verbal.
• Presentation skills - customers, channel partners, internal senior management and peers.
• Influencing skills - customers, internal management and peers
• Problems faced will usually be difficult and often complex, ability to deal effectively in potentially volatile and highly charged / emotional situations.
• Required to make technical assessments in complicated product issues, potentially incurring high-cost liability, write and edit detailed technical report.
• Work will involve confidentiality to prevent potential exposure to claims against the company either legally or financially.
• Requires direct customer contact, needs to be confident, courteous and professional in all situations.
• Pro-active approach to resolving customer issues, taking responsibility to form and lead teams as required to drive corrective actions and follow through to conclusion.
• Mastery (Skill) and Expertise (Knowledge) - Master / Expert in two of the eight competencies, working to become Master / Expert in one other, with a good understanding of the remaining:
• Small Air reciprocating compressors
• Rotary Air Compressors
• Air dryers (Desiccant/Refrigerated)
• Variable Frequency Drives, Electric Motors
• Industrial Controls and Communications
• Large Industrial Air reciprocating compressors
• Industrial Air Centrifugal compressors
• Industrial Gas Centrifugal compressors

Travel & Work Arrangements/Requirements

• The position requires travel both domestically and internationally including weekends as required, approx. 15% of time.
• Onsite in Buffalo, NY; Davidson, NC or Quincy, IL (Remote opportunity for strong candidate)

Pay Range

The pay range for this role is $91,600- $135,000. The pay range considers a wide range of factors that include a candidate's skills; experience and training; licensure and certifications; and geographic location.

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.