Product Support Engineer

Job description

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.