Product Support Manager

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.

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:

• 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.
  
  

• Bachelor's Degree in Engineering, Business Administration or experience in lieu of education
  
  
• 3+ years of experience in application engineering, technical support, troubleshooting
  
  

• Instills trust
  
  
• Optimizes work processes
  
  
• Business insight
  
  
• Manages Ambiguity
  
  
• Technical acumen and hands on aptitude
  
  

Travel Requirements: 25% including customer, distributor and ARO operation sites

Pay Range
The pay range for this role is $80,000 - $120,000. 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.