Product Support Engineer
ingersoll rand • Shanghai, SH
Vor 28 Tagen
Stellenbeschreibung
About the Role
Ingersoll Rand is seeking a Product Support Engineer to provide advanced technical support for our precision fastening product portfolio. This role serves as a Tier 2/Tier 3 escalation resource, helping customers, distributors, service centers, and internal teams resolve complex product, software, and system integration issues while improving customer satisfaction and product reliability.
Key Responsibilities
- Provide advanced technical support for precision fastening systems, controllers, cordless tools, software, and related accessories.
- Support customers and channel partners through troubleshooting, installation guidance, and technical training on products and related software and communications
- Partner with Engineering, Quality, Product Management, and Service teams to characterize complex issues and to provide solutions to the field.
- Conduct product testing, warranty investigations, and root cause analysis.
- Develop and maintain technical documentation, knowledge articles, and training materials.
- Support on-site customer visits and technical assessments as needed.
Qualifications
Required
- Bachelor's degree in Engineering, Electrical Engineering, Mechanical Engineering, Mechatronics, Automation, Industrial Engineering, or a related technical field.
- 3-5 years of experience in technical support, field service, application engineering, manufacturing engineering, or related roles.
- Experience troubleshooting electromechanical systems, software-connected devices, industrial controls, or communication networks.
- Strong problem-solving and customer-facing communication skills.
- Fluent in Mandarin Chinese and English.
- Ability to travel within China as required.
Preferred
- Experience with power tools and controllers used in product assembly in manufacturing environments.
- Knowledge of PLC communications, Ethernet/IP, Profinet, industrial networks, and manufacturing systems.
- Experience supporting customers in automotive, electronics, appliance, or industrial manufacturing environments.
What We're Looking For
A hands-on technical problem solver with a passion for helping customers succeed. The ideal candidate combines strong engineering fundamentals with experience supporting industrial products, software, and connected systems in manufacturing environments.