Product Support Specialist

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:
Pump Technical Support Specialist
Location:
Alsip, IL

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.

The Ingersoll Rand Pump (IRP), MP Pump and Oberdorfer Pump (MPOB) Business Unit is a dynamic division within Ingersoll Rand, renowned for its Ingersoll Rand Pumps and MP Oberdorfer Pumps. These brands are celebrated for their reliability, innovation, and service to industries worldwide. Our commitment to excellence propels us to constantly improve our products and services, ensuring that we remain leaders in fluid handling technologies. Our teams are dedicated to upholding the highest standards of quality and customer satisfaction, making our pumps the go-to choice for professionals seeking efficient and durable solutions.

Job Overview:

We are seeking a highly motivated and skilled Pumps Technical Support Specialist to join our team. In this role, you will be the go-to expert for providing technical assistance, troubleshooting, and customer support related to our pumps and pumping systems. You will collaborate with customers, sales teams, and engineering departments to ensure the optimal performance of our products while delivering exceptional customer service. This role is essential in building and maintaining libraries of technical information to ensure that our customers and sales team receive the best support possible. Provide periodic training to internal staff and distributors as needed. If you have a passion for problem-solving and possess technical expertise in pumps, hydraulics, or fluid mechanics, we want to hear from you!

Responsibilities:

• Technical Support: Provide timely and accurate troubleshooting, diagnostics, and solutions for customer inquiries related to pumps and pumping systems. Recommend and quote proper pump equipment per customer specifications
  
  
• Customer Assistance: Respond to phone calls, emails, and support tickets, ensuring customer satisfaction and resolving technical issues efficiently.
  
  
• Product Expertise: Develop in-depth knowledge of the company's products, including centrifugal pumps, positive displacement pumps, and other fluid-handling equipment.
  
  
• Troubleshooting: Analyze pump performance issues such as cavitation, leaks, vibration, or system inefficiencies, and recommend corrective actions. Be main customer liaison during Warranty and Return process.
  
  
• Documentation: Maintain clear and detailed records of customer interactions, technical issues, and resolutions using the company's CRM. Develop and maintain a library of technical information, FAQs, and troubleshooting guides
  
  
• Training: Assist customers, distributors, and internal teams by providing training sessions and technical guidance on pump installation, operation, and maintenance.
  
  
• Collaboration: Work closely with engineering, R&D, and sales teams to address complex technical challenges and improve product designs. Collaborate with the Customer Service, Sales/Distribution, and Production teams to address customer feedback and improve product offerings
  
  
• Quality Feedback: Report product trends, recurring issues, and customer feedback to improve product quality and performance.
  
  
• Compliance: Ensure all technical support activities align with industry standards, safety regulations, and company policies.
  
  

Requirements:

• Associate's or Bachelor's degree in Mechanical Engineering, Fluid Mechanics, or a related field.
  
  
• 4+ years of experience in technical support, field service, or engineering roles involving pumps, hydraulics, fluid systems, or related industrial equipment.
  
  
• Strong knowledge of pump types (e.g., centrifugal, diaphragm, gear, etc.), hydraulic systems, and fluid dynamics.
  
  
• Familiar with the fundamentals of fluid mechanics, pump curve analysis, design, material selection, and factory processes.
  
  
• Ability to read and interpret technical drawings, manuals, and schematics.
  
  
• Excellent problem-solving skills and attention to detail.
  
  
• Outstanding communication skills (written and verbal) to explain technical concepts to non-technical audiences.
  
  
• Customer-focused mindset with the ability to remain calm and professional under pressure.
  
  
• Proficiency in using CRM and ERP software such as Zendesk and SAP.
  
  

Preferences:

• Familiarity with electrical motor controls, variable frequency drives (VFDs), mechanical seals, and pump assemblies.
  
  
• Basic knowledge of CAD software.
  
  

Core Competencies:

• Customer-Centric Mindset: Prioritizing customer needs and continuously seeking ways to improve their experience.
  
  
• Analytical Thinking: Using data and analysis to inform decisions and solve problems effectively.
  
  
• Communication Excellence: Articulating ideas clearly and engaging stakeholders with confidence and diplomacy. Leadership Abilities: Inspiring, guiding, and growing team members towards achieving a shared vision of customer excellence.
  
  
• Adaptability: Embracing change and adjusting strategies to meet evolving customer and business demands. Technical Savvy: A quick learner with an affinity for grasping complex product functionalities and systems.
  
  

Travel & Work Arrangements/Requirements:

Onsite

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.

To Apply:

Please apply via our website https://ir-jobs.dzconnex.com/ by September 2nd in order to be considered for this position.