Product Technical Support Engineer

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Product Technical Support Engineer

BH Job ID: 5313

SF Job Req ID: 20849

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 II - Technical Support and Enablement

Position Location: Hampton, NJ

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.

Position Summary

Business: Power Tools and Lifting

The Product Support Engineer II helps customers, channel partners, service technicians, sales teams, and internal stakeholders successfully select, apply, install, operate, troubleshoot, maintain, and repair Power Tools and Lifting products. The role owns complex technical inquiries from initial diagnosis through documented resolution, minimizes customer downtime, and converts field experience into reusable knowledge and training assets that improve self-service, launch readiness, and the capability of others.

This is not solely a case-resolution role, and it is not an instructional-design position. It is a technical support and enablement role. The engineer is expected to solve the immediate problem, capture what was learned, and help turn that learning into clear articles, service guidance, job aids, demonstrations, and training content in partnership with Product Management, Engineering, Quality, Warranty, Sales, Marketing, and training resources.

Core Responsibilities

Technical Support and Customer Problem Resolution

• Own technical inquiries and escalations across phone, email, chat, remote-assist, and case-management channels.

• Diagnose mechanical, electrical, electromechanical, pneumatic, cordless, connected, controls, software, and communications issues using structured troubleshooting and available test tools.

• Provide product-selection, application, installation, configuration, maintenance, repair, conversion, and competitive-crossover guidance.

• Coordinate repair, replacement, return, warranty, field-service, or engineering escalation when needed, with clear ownership and proactive customer updates.

• Reproduce problems, document evidence, isolate likely causes, and provide complete technical handoffs when an issue requires another team.

Knowledge Development and Self-Service Enablement

• Create and maintain customer-facing and internal knowledge articles, FAQs, troubleshooting guides, service procedures, technical bulletins, quick-reference job aids, and reusable response templates.

• Convert recurring cases and field observations into durable content that reduces repeat contacts and improves first-contact resolution.

• Write in clear, plain language while preserving technical accuracy, safety requirements, revision control, and appropriate review and approval.

• Help govern product knowledge in the Help Center and related repositories, including identifying obsolete, duplicate, missing, or hard-to-find content.

• Use approved AI and digital tools to accelerate research, drafting, case summarization, and content maintenance while validating technical accuracy.

Training and Commercial Enablement

• Provide technical authorship and subject-matter expertise for sales, customer-support, distributor, and service-technician training.

• Develop technical outlines, demonstrations, lab exercises, knowledge checks, job aids, and source content that instructional-design or media partners can convert into polished learning experiences.

• Deliver or co-deliver live, virtual, recorded, and hands-on training when product expertise is required.

• Prepare products, tooling, test equipment, configurations, and realistic troubleshooting scenarios for training and demonstrations.

• Capture learner questions and feedback, then update supporting knowledge and training content.

Launch Readiness and Continuous Improvement

• Participate early in new-product and product-change activities to evaluate serviceability, support readiness, diagnostic needs, parts and warranty implications, and required knowledge or training.

• Validate manuals, service information, troubleshooting guidance, release notes, and support content before or immediately following launch.

• Identify trends across cases, warranty activity, training feedback, and field observations; communicate actionable insights to Product Management, Engineering, Quality, and Warranty.

• Initiate or support CAPA and other formal quality escalations when issues require cross-functional investigation.

• Contribute to support analytics, backlog reduction, process improvement, and automation that make the support system more scalable.

Required Qualifications

• Bachelor's degree in engineering, engineering technology, mechatronics, automation, industrial technology, or a related discipline, or equivalent relevant technical experience.

• 1+ years of experience in product support, field service, applications engineering, manufacturing engineering, technical training, controls, automation, or a related customer-facing technical role. Would consider new graduate with strong Engineering foundation with applicable internships, co-ops or capstone projects.

Core Competencies

• Demonstrated ability to troubleshoot complex mechanical and electromechanical systems and to learn software-connected or networked products.

• Ability to explain complex technical concepts clearly in writing, conversation, demonstrations, and structured learning materials.

• Experience documenting technical problems, resolutions, procedures, or customer guidance in a case, knowledge, quality, or document-management system.

• Ability to manage multiple issues and projects, set expectations, follow through on commitments, and communicate risks early.

• Comfort working hands-on with products, tools, test equipment, returned material, and training equipment.

• Proficiency with Microsoft 365 and willingness to learn support, knowledge, learning, warranty, quality, and analytics platforms used by the business.

Preferred Qualifications

• Experience with industrial power tools, precision fastening, pneumatic systems, lifting equipment, PLCs, industrial networks, manufacturing execution systems, or connected products.

• 3+ years' experience in product support, field service or Applications Engineering in a related customer-facing technical role.

• Experience creating knowledge-based content, technical service bulletins, training materials, lab exercises, or short instructional videos.

• Experience supporting product launches, serviceability reviews, warranty analysis, root-cause investigations, CAPA, or ISO 9001 quality processes.

• Basic data-analysis and visualization capability using Excel, Power BI, or similar tools.

• Experience with Zendesk or comparable support and knowledge platforms, LMS platforms, and remote-support tools.

• Bilingual capability in Spanish, French, Portuguese, or another language relevant to global customers and partners.

Travel Requirements

Up to 15%, primarily for customer or distributor support, application assessment, launch support, and training. Onsite based with some hybrid flexibility, regular on-site work for products, labs, content capture, and training

Pay Range

The pay range for this role is Min - 65,000 - Max - 85,000. 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.

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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.