What are the responsibilities and job description for the Manager, Product Support position at Ingersoll Rand?
Job Title: Manager Product Support
Position Location: Bryan, Ohio
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
Lead ARO North America product technical support team and oversee the people and processes responsible for answering technical questions, making product recommendations, educating distributors and customers and resolving customer issues. As leader you will develop processes and perform daily work to ensure all requests are documented and responded to in a timely manner delivering a high level of customer satisfaction. The Product Technical Support Manager is the primary point of contact for technical support, troubleshooting and training and interacts with customers, distributors and sales team members by phone, email, chat and face to face meetings. The Product Technical Support Manager will utilize standard work and problem-solving techniques to drive performance improvements.
Responsibilities
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.
We are committed to helping you reach your professional, personal and financial goals. We offer competitive compensation that aligns with our business strategies and comprehensive benefits to help you live your healthiest. We are committed to building an inclusive and diverse culture that engages as well as values the different backgrounds and experiences of our employee, which, in turn, spurs innovation, generates creative solutions and enhances our customer relations.
Position Location: Bryan, Ohio
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
Lead ARO North America product technical support team and oversee the people and processes responsible for answering technical questions, making product recommendations, educating distributors and customers and resolving customer issues. As leader you will develop processes and perform daily work to ensure all requests are documented and responded to in a timely manner delivering a high level of customer satisfaction. The Product Technical Support Manager is the primary point of contact for technical support, troubleshooting and training and interacts with customers, distributors and sales team members by phone, email, chat and face to face meetings. The Product Technical Support Manager will utilize standard work and problem-solving techniques to drive performance improvements.
Responsibilities
- 25% Develop and lead the Technical Support team through recruiting, developing and coaching. Includes building department roles, skillsets and competencies aligned with our product development and commercial roadmap. As leader you will be holding one on ones with direct reports and providing direct feedback on performance and priorities.
- 20% Work collaboratively with Sales and Sales Enablement to develop and conduct in-house and in-field trainings for distributors, end customers and internal employees regarding our products and applications.
- 20% Develop, deploy and measure work processes as it relates to tech support, training, warranty and claims. Lead continuous improvement events and enact counter measures.
- 15% Act as back up for all department tasks during times of high demand.
- 10% Ensure you and your team stay current on ARO products including technical specifications, applications, limitations, competitive technologies and troubleshooting guidelines.
- 5% Point of escalation for customers, partners and sales team for urgent matters. Work across the organization to provide resolution.
- 5% As a member of the ARO North America staff, will work collaboratively across the business including taking an active role in implementing Impact Daily Management to ensure action plans are tracking to meet business metrics including operational, employee engagement and customer satisfaction.
- Instills trust
- Optimizes work processes
- Business insight
- Manages Ambiguity
- Technical acumen and hands on aptitude
- Bachelor’s Degree in Engineering, Business Administration or experience in lieu of education
- 3-5 years of experience in application engineering, technical support, troubleshooting
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.
We are committed to helping you reach your professional, personal and financial goals. We offer competitive compensation that aligns with our business strategies and comprehensive benefits to help you live your healthiest. We are committed to building an inclusive and diverse culture that engages as well as values the different backgrounds and experiences of our employee, which, in turn, spurs innovation, generates creative solutions and enhances our customer relations.
