Technical Support Specialist

Job Title
Technical Support Specialist

Location
Remote, US

About Us
If you share our passion for inspiring progress, for bringing about bold shifts in how people, economies and societies operate, then you belong with Ingersoll Rand. Being recognized as a global leader in the industry is a testament to our unwavering commitment in delivering high-quality products and services. We believe progress isn't just a concept, it's tangible improvements that begin with you.

Ecoplant is our pioneering SaaS technology division and is at the forefront of innovation! Harnessing the power of IoT technology and predictive analytics, we seamlessly automate air compressor systems, elevating energy efficiency, boosting system reliability, and enhancing off-site productivity. We're leading the charge in a sustainable industrial revolution, where cutting-edge technology meets eco-friendly solutions, transforming the very essence of how factories operate.

Job Summary
There's a transition underway in manufacturing. If you're looking to be at the leading edge of progress, we're seeking a highly skilled and motivated Technical Support Specialist to join our dynamic team.

As a Tier 3 support member , you will play a key role in helping with the onboarding of our customers and providing support for ongoing issues, working alongside a talented group of professionals to disrupt the infrastructure world. Join us in transforming the way we power production for a brighter future.

Responsibilities

• Create and update the system diagram:
  • Create P&ID based on the AS-Build and any necessary assets needed for this PI&ID.
  • Do any needed changes that are needed and / or additional information that is received during the installation process.
• Reproduce issues:
  • Help reproduce and check customer issues to allow us to find the root cause of the problem.
• Staging of equipment:
  • Help stage and check equipment to confirm we can use it on a customer site.
• Adherence to Service Level Agreements (SLAs):
  • Ensuring that support activities are carried out within the defined SLAs, meeting or exceeding client expectations for response times, resolution times, and service availability.
• Monitoring and Maintenance:
  • Monitoring the performance and health of the system to identify and address potential issues proactively. This includes troubleshooting issues, and ensuring continuous operation of the system.
• Documentation and Training:
  • Creating documentation, tutorials, and training materials to mentor and train peers throughout the organization including Tier 1 and Tier 2. This helps empower Tier 1-2 to resolve common issues independently and reduces dependency on the Tier 3 support services.
• Partner Relations:
  • Partner with the Installation team and support installation processes in addition to working with R&D to solve complex issues.

Basic Qualifications

• Bachelor's degree in a related technical field or 10+ years related experience
• Basic industrial IT / networking experience and a willingness to learn new skills with installing IoT devices, including advanced industrial communication protocols
• Ability to read schematics and P&ID's, coupled with strong technical problem-solving skills
• Strong communication skills and the demonstrated ability to work independently as well as guide the work of others
• Proficient in computer applications such as Google and Microsoft Office suite (including Microsoft PowerPoint and Microsoft Excel)

Travel & Work Arrangements/Requirements

• Remote based in North America only.
• Less than 10% travel domestically
• US Citizen or lawful Permanent Resident

Key Competencies

• Basic Industrial IT / networking experience with knowledge in IoT devices and industrial communications.
• Ability to read schematics and P&ID's, coupled with strong technical problem-solving skills.
• Proven expertise at Tier 3 technical support level with the ability to manage multiple urgent issues in parallel.
• Solid customer services skills coupled with the ability to work with teammates in a collaborative manner to achieve a mission.
• Preferred Competencies:
  • Compressed air systems experience
  • Understanding of network communications and protocols, switches, routers, and mobile equipment
  • Industrial protocols experience: Modbus, CANbus, PofiBus, Descrete IOs

What we offer:
Ingersoll Rand offers a comprehensive benefits program as a commitment to you, so you can be your best at work and beyond.

• 401K (Matching up to 6%)
• Medical plans, Dental, Vision
• Vacation time, paid holidays and sick time
• Company provided short term and long term disability, life insurance and employee assistance programs
• Ingersoll Rand stock

At Ingersoll Rand we foster inspired teams. As a powerful and progressive global industrial company, we are looking for talented candidates with a bias for action and an entrepreneurial spirit to join our team. Our employees are empowered to act as owners every day for our customers, our communities and themselves. We offer a broad range of opportunities to build a successful and rewarding career with an innovative company. Join us at the new and exciting Ingersoll Rand.

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.

Ingersoll Rand is committed to achieving workforce diversity reflective of our communities. We are 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.