Senior Technical Support Engineer

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Senior Technical Support Engineer

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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
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Senior Technical Support Engineer

Location
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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  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…