Position Summary:
The Technical Support Manager is responsible for providing technical support and training on Ingersoll Rand compressed air products in support of customers and authorized channel partners.
He/she will need to follow standard work procedures, handle escalated customer issues, coordinate the development of the service team technical capability to maximize customer satisfaction, loyalty, and retention to assure company business goals are achieved and completed in a timely manner.
Responsibilities:
Provide technical support for the Industrial Technologies & Services (ITS) products, including and not limited to Compressed Air System, Air Dryers System, Air Audit and IIOT system.
Support the field service team in Singapore to solve field issues, including machine commissioning and troubleshooting.
Provide parts identification and specification.
Provides parts CCN and proposed solution for all field recommendation form submitted by Service Engineer.
Support the field service team in Singapore to provide all Root Cause Analysis (RCA) and Technical report as requested by customer.
Support the field service team in Singapore to submit all Permit-to-Work (PTW), Method Statement and Risk Assessment (MSRA) and EHS document to customer prior to commencement of work.
Ensure work processes are in compliance with EHS policies and standard.
Work closely to solve all technical related issues with sales and service team, to implement solutionizing and optimize after sales support for customers.
Requirements:
Degree in Mechanical Engineering or related.
More than 5+ years' experience in technical work environment with air compressors or rotating equipment.
Willingness to learn new technologies, products and keep one self-updated on latest technologies.
Ability to work effectively while acting on own initiative with minimal supervision.
Effective communication skills, both written and verbal.
Self-motivation and ability to make and defend complex decisions.
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