Intelligent Services Engineering Specialist

Ingersoll Rand

Industry
Experience
Responsibilities
Workhours

Description

At Ingersoll Rand we are passionate about inspiring progress around the world.  We advance the quality of life by creating comfortable, sustainable and efficient environments. Our people and our family of brands—including Club Car®, Ingersoll Rand®, Thermo King®, Trane®, American Standard® Heating & Air Conditioning and ARO® - work together to enhance the quality and comfort of air in homes and buildings; transport and protect food and perishables; and increase industrial productivity and efficiency. We are a global business committed to a world of sustainable progress and enduring results. For more information, visit www.ingersollrand.com.

Ingersoll Rand is a diverse and inclusive environment.  We are an equal opportunity employer, dedicated to hiring a diverse workforce; including individuals with disabilities and United States qualified protected veterans.

Job Summary:

Intelligent Services Engineering Specialist – Compression Technologies & Services (CTS) and is responsible for providing enhanced value to CTS’s customers through ongoing trending and analysis. Reporting to the regional Technical Support manager of a designated product range, this position is responsible for providing support to the CTS service network (Cloud Services), to evaluate equipment and system performance and provide recommendations to the customer to resolve issues and improve performance. This individual will be a key person in shaping our strategy for future generation Remote Monitoring product.

 

Supporting Technical Training as a subject matter expert and leveraging technology, to maximize customer satisfaction, loyalty and retention to assure company business goals are achieved.  This role collaborates with other regional Technical Support teams and enables capability between regions. 

 

The Engineering Specialist supports CTS remote monitoring and is expected to have good knowledge of compressor systems and operations in order to provide expert advice on how to improve operations through operational changes, controls optimization and system upgrades. Specialists in this role will need to apply basic electronic theory, control system principles.



Responsibilities:  

Develop current Remote Monitoring program strategy and lead through the evolution of the product deployment (including launch of the next generation)

Actively explore new technologies and generate new ideas for work simplification and process redesign

Research and identify better alternatives for our customers

Conduct readiness assessment and develop tools and training for Service Tech

Develop Global Multi-media technical solution authoring and deployment

Use data and trends available through CTS Monitoring Management Services to monitor and evaluate compressor system performance for CTS Service Agreement customers. Provide recommendations to the CTS Account Managers, Account Engineers and Customers on actions to be taken to resolve issues and improve system performance. Prepare professional documents to describe findings and recommended actions using Alarm / trip history, charts, graphs, detailed written explanations for Care Agreement customers.

Communicate results of remote diagnostics and analysis to customers and facility engineers as needed

As a key decision driver of the program, address conflict or opposing opinions and maintain a professional and cooperative temperament with Senior Leadership Team members, key internal and external customers

Based on the data gathered, make modifications to remote programming as needed

Participates in the activities of global expertise network leaders to drive TechDirect knowledge management execution; improve technician effectiveness with faster access to solutions and knowledge base.

 

As an SME of the Remote Monitoring program,

Provide high level review of consistent issues that needs to be problem solved for opportunities for NPD projects, identify defects and work with cross-functional team to resolve

Monitor and, as required, respond to control system alarms and trips that are not resolved by service technicians

Engage in New Product Development activities such as design and reliability, field trial testing / feedback, field upgrades training / technical support capability of new technology.

Provide technical support for the field support organizations (IRCC's and Distribution) and directly to customers as required via phone, emails and customer site visits. Support contact management capability for interaction with channel field technicians in support of resolving complex product and system issues impacting our customers.

Provide problem solving in a technical support role.  Load repetitive  quality / reliability issues into Quality, Reliability, Management, System Air (QRMSa)

Compile technical field service bulletins, Tech Notes, fault trees and troubleshooting guides to ensure field personnel have access to latest updates / reference data. This includes contributing to the Knowledge Base to improve field connectivity and effective troubleshooting, through all modes of multimedia.

Analyzes, diagnoses, and repairs direct digital control systems remotely.

Provide training for Service Techs though class room on-line and face to face customer site training.

Provide remote assistance for on-site installation and set-up, anticipating difficulties and providing service suggestions for on-site work.

Set-up, maintain and make control system adjustments utilizing knowledge of the various CTS systems and equipment.

Communicate with peers, Engineers, Operations and Management to understand product specifications and root causes of issues.

Provide system administration for new site locations as required

Provide system administration to enable new field Tech’s


Qualifications:

 

Bachelor of Science degree or global regional technical equivalent.(e.g. N3)
5+ years’ experience in technical work environment.  Experience and ability to work effectively acting on own initiative with minimal supervision requirement.   

Key Competencies:
 
Work does involve confidentiality to prevent potential exposure to claims against the company either legally or financially
Strong Interpersonal Skills, with ability to influence others at different levels.
Self-motivation and ability to make and defend complex decisions.
Planning and organizational skills with effective follow up and follow through.
English language, additional languages are an advantage.
Effective communication skills, both written and verbal.
Presentation skills – customers, channel partners, internal senior management and peers.
MS Office skills - proficiency in PowerPoint, Excel and Word essential.
The position may require travel both domestically and internationally including weekends as required, less than 5% of time.
Requires direct customer contact, needs to be confident, courteous and professional in all situations.
Pro-active approach to resolving customer issues, taking responsibility to form and lead teams as required to drive corrective actions and follow through to conclusion.

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. 

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. Progress begins with you.

Primary Location

North America-United States-North Carolina

Work Locations

Davidson NC 800D Beaty St 800-D Beaty Street Box 1840 DAVIDSON 28036

Job

Customer Service

Schedule

Full-time

Shift

Day Job

Employee Status

Regular

Job Type

Experienced

Job Posting

Dec 5, 2017, 8:24:19 PM

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Confirmed 14 hours ago. Posted 30+ days ago.

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