New

Product Support Engineer

Ingersoll Rand
life insurance, paid time off, 401(k)
United States, New Jersey, Hampton
Jun 23, 2025
Product Support Engineer BH Job ID: 2714 SF Job Req ID: 14464 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. Job Overview: Join our Power Tools and Lifting Division and step into a key role on a team that thrives on innovation and customer excellence. As a Product Support Engineer, you'll leverage your mechanical aptitude to tackle complex technical challenges and deliver smart, effective solutions that keep our customers moving. From pneumatic powerhouses to precision electronic tools, cordless innovations to robust hoists, air motors to engine starters-our diverse product lineup requires sharp minds and steady hands. You'll become an expert navigator in this landscape, supporting customers across industries with timely, technical expertise. At the core of this role is a dedication to creating seamless customer experiences. You'll lead the charge in diagnosing and resolving technical issues, providing clear and practical guidance on product application, performance, and repair. While fluency in English is a must, bilingual skills in Spanish and/or French are highly valued and will distinguish you as a top candidate. Your impact goes beyond problem-solving-you'll play a critical role in helping customers optimize operations and reduce downtime, especially in mission-critical assembly environments. Every issue resolved opens the door to future opportunities, contributing directly to our business growth and reputation for excellence. With every solution delivered, you'll make it easier for customers to do business with Ingersoll Rand -and that's how we win, together. Responsibilities: 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 satisfaction Requirements: Education: BS degree in Technical/Engineering discipline Experience: Minimum 3-7+ years of experience in a technical discipline. Knowledge & Experience must include: o Mechanical and electromechanical system troubleshooting and diagnostics o Understanding of manufacturing execution system and their components. o Fastening and or material handling experience is highly recommended, but not absolutely required. o Hands-on experience in manufacturing systems design, repair, and/or maintenance operations would be beneficial. Competencies: Excellent problem solving and critical thinking skills Technical aptitude - ability to understand and troubleshoot complex mechanical and electromechanical systems, diagnose problems and recommend solutions Ability to coordinate the investigation and resolution of simultaneous customer issues through effective time management and organizational skills Excellent verbal communication skills and technical writing skills Excellent computer skills with knowledge of Microsoft Office including Word, Excel, PowerPoint, Teams, and SharePoint, and Oracle-based programs Proficient with mechanical and electronic test equipment and test methodologies Bilingual in English and Spanish or French desirable Travel and Work Arrangements This is a hybrid based role from Hampton, NJ with 2 WFH days Travel Requirements (percentage): Up to 10% * On-site Customer/Distributor visits for product/application assessments * On-site Distributor, Customer, Sales training. 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. APPLY NOW