ISS-AS-Engineering:Engineer

POSITION TITLE: Technical Support Engineer - Controls

POSITION OBJECTIVE:

* To provide technical field support for service providers and end user customers on Ingersoll Rand control products (Industrial, Commercial, and Process product lines) domestically and internationally.
* Position value is ensuring field issues are identified and resolved quickly to eliminate customer equipment downtime and ensure customer satisfaction and loyalty retained.

PRINCIPAL RESPONSIBILITIES:
Daily provision of timely response and accurate information to assist the field with troubleshooting of problem control systems and products.
Use field feedback and experience to work with Engineering and manufacturing to implement corrective actions which improve product reliability for customers and reduce warranty expense.
Assist with the development of new products to ensure potential issues are identified and resolved early in the design.
Travel into the field as required to resolve issues at customer sites.
Compile and publish technical bulletins to ensure field personnel have access to latest updates / reference data.

Problem Solving:

The position regularly deals with resolution of technical issues above the normal expertise level of field personnel, and requires the ability to assess seemingly unconnected data and define a logical explanation and fix.

Example 1: Multiple Customer installations where units suffer nuisance control micro-processor lock-up, conduct analysis of failures to determine commonalities, visit site to conduct tests and identify root cause, work with vendor / engineering to modify software.

Example 2: Customer with poor dew point performance of desiccant dryer causing production problems, through selective questioning about key set points/ temperatures/ pressures enables probable root causes to be identified and direct corrective actions.

Formal Education Requirement: Associate Degree in Electronics or Electrical Engineering.

Minimum Years of Experience Necessary: 3 - 5 Years Experience - in control system installation, commissioning, and diagnosis. Experience must include a good understanding of control logic principals, fundamentals of computer or PLC interconnections, plus first-hand experience with software control of real-time systems and process control systems. Background emphasis must be controls and computers, Air system knowledge can be obtained on the job.

Position requires respect of and sound working relationships with field technical support personnel, field service management, internal engineering, manufacturing and quality.

Confident, courteous and professional in all situations requiring direct customer contact. (Both Internal and External customers)

A demanding position requiring the ability to be involved in and deal effectively with several issues simultaneously via phone / fax / email etc, under pressure in most cases to resolve issues fast due to customer distress.

Ability to handle highly charged situations in a professional manner.

The willingness and ability to physically work on equipment as required in the field, which will require knowledge of safety procedures (Example: Lock out / Tag out)

Work will involve confidentiality to prevent potential exposure to claims against the company either legally or financially.

The position requires travel both domestically and internationally including weekends as required.

It is necessary to provide after-hours customer support cover on a rotational basis typically every 3-4 weeks. (Including weekends) via cell phone with utilization of laptop.

Required to participate in teams working on special projects.

Required to make technical assessments on warranty claims and recommendations to assign defect cost liability.

Ability to work proficiently with Microsoft office software programs (Example: Excel, Word, Power Point)

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