Product Support Specialist - Sales

Ingersoll Rand is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to age, ancestry, color, family or medical care leave, gender identity or expression, genetic information, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran status, race, religion, sex (including pregnancy), sexual orientation, or any other characteristic protected by applicable laws, regulations and ordinances.

Job Title : Product Support Specialist - Sales

Location : On-site, Lincolnshire, Illinois 

About Us
Imagine a company with technology leadership of over 160 years, yet it operates with the energy of a startup. Ingersoll Rand has dedicated itself to Making Life Better for its employees, customers, shareholders, and planets. We produce innovative and mission-critical flow creation and life science technologies – from compressors to precision handling of liquids, gasses, and powers – to increase industrial productivity, efficiency, and sustainability. Supported by over 80+ brands, our products are used in various end-markets including life sciences, food and beverage, clean energy, industrial manufacturing , infrastructure, and more. Across the globe, we’re driving growth with an entrepreneurial spirit and ownership mindset. Learn more at irco.com and join us to own your future.

Job Overview:
Welch Vacuum , a subsidiary of Ingersoll Rand since 1996, is a global leader with over a century of history in high-performance vacuum technologies. We specialize in vacuum pumps , systems, and components for laboratories, life sciences, and industrial manufacturing . Operating within Ingersoll Rand's medical and laboratory division, we combine the engineering strengths of US-based Welch Vacuum Technology and Germany's Ilmvac GmbH.

The Product Support Specialist - Sales provides technical, commercial, and operational support for vacuum pump products and systems. This role serves as a trusted advisor to customers, distribution partners, and internal sales teams by delivering application expertise, product recommendations, troubleshooting assistance, and sales enablement activities that drive customer satisfaction, customer retention, and profitable growth. The position combines strong technical knowledge of mechanical systems and vacuum pump technologies with exceptional customer service and commercial acumen.

Responsibilities:

• The Product Support Specialist - Sales will diagnose and resolve product, installation, operational, service, and warranty-related issues, primarily through phone and Microsoft Teams interactions.
• You will apply strong problem-solving skills, collaborate effectively across internal teams, and deliver a best-in-class customer experience throughout the post-sales lifecycle.
• Provide technical guidance, application support, and troubleshooting assistance for customers, distribution partners, and internal sales teams, primarily via phone and Microsoft Teams. 
• Diagnose product and system issues, identify root causes, and coordinate corrective actions to ensure timely and effective resolution. 
• Support customers with equipment setup, operation, maintenance, service, warranty claims, and other post-sales technical inquiries. 
• Serve as the primary liaison between customers and internal teams, including Engineering, Operations, Supply Chain, Quality, Product Management, and Customer Service, to ensure prompt resolution of customer concerns. 
• Prepare accurate quotations, product specifications, technical recommendations. 
• Identify and develop cross-sell, upsell, replacement, and new application opportunities through customer interactions and technical consultations. 
• Build and maintain strong customer relationships that enhance customer loyalty and satisfaction. 
• Partner with distribution channels to provide product training, technical support, and application expertise that drives business growth. 
• Maintain current knowledge of vacuum technologies, product offerings, competitive solutions, and industry trends. 
• Document and communicate customer feedback, technical issues, and market intelligence to support continuous product and process improvement to engineering and product management.
• Acts as backup to customer Service reps by supporting order management activities, including order tracking, issue resolution, and customer communication. 
• Demonstrate strategic agility by performing additional duties and responsibilities as assigned to support evolving business priorities. 

Requirements:

• Associate's or Bachelor's degree in Engineering, Engineering Technology, Industrial Technology, Mechanical Technology, or a related technical discipline; equivalent combinations of education and experience will be considered. 
• 2+ years of experience troubleshooting and resolving mechanical equipment issues in an industrial or technical environment; ability to analyze mechanical problems, identify root causes, and implement effective corrective actions.

Core Competencies:
Technical Expertise 

• Strong mechanical troubleshooting and diagnostic skills. 
• Working knowledge of electrical systems, controls, and industrial equipment. 
• Ability to evaluate customer applications, interpret technical requirements, perform basic equipment performance calculations, and recommend effective solutions. 
• Proficiency with Microsoft Office applications and CRM systems; Salesforce experience preferred. 

Customer & Commercial Acumen 

• Excellent verbal, written, presentation, and interpersonal communication skills. 
• Ability to establish credibility and develop strong relationships with customers, channel partners, and internal stakeholders. 
• Demonstrated business and sales acumen, including opportunity identification, account development, value-based selling, and competitive account conversion. 
• Customer-focused mindset with a commitment to delivering exceptional service and support. 

Problem Solving & Collaboration 

• Strong analytical and critical thinking skills with the ability to resolve complex technical challenges. 
• Proven ability to collaborate effectively across cross-functional teams and organizational levels. 
• Able to work independently while contributing positively within a team environment. 
• High level of integrity, professionalism, and accountability. 

Organization & Execution 

• Exceptional organizational and multitasking skills with strong attention to detail. 
• Ability to prioritize multiple projects and customer requests in a fast-paced environment. 
• Strong follow-through and commitment to delivering timely, accurate results. 
• Self-motivated, results-oriented professional with a strong sense of ownership and accountability. 

Preferences:

• 5+ years of experience troubleshooting and resolving mechanical equipment issues in an industrial or technical environment. 
• Experience with vacuum pump technologies, vacuum systems, or related industrial equipment preferred. 
• Electrical troubleshooting experience is a plus. 

Travel & Work Arrangements/Requirements

• Fully site based, approx. 10% domestic travel 

Pay Range:
The pay range for this role is $70,000-$80,000. The pay range considers a wide range of factors that include a candidate’s skills; experience and training; licensure and certifications; and geographic location.

What We Offer
At Ingersoll Rand, we embrace a culture of personal ownership - taking responsibility for our company, our communities, and our environment, as well as our individual health and well-being. Our comprehensive benefits package is designed to empower you with the tools and support necessary to take charge of your health, ensuring that together, we can continue to make life better. Our range of benefits includes health care options like medical and prescription plans, dental and vision coverage, as well as wellness programs. Additionally, we provide life insurance, a robust 401(k) plan, paid time off, and even an employee stock grant, among other offerings. These benefits are our commitment to you, so you can be your best at work and beyond. 

Ingersoll Rand Inc. (NYSE:IR), driven by an entrepreneurial spirit and ownership mindset, is dedicated to helping make life better for our employees, customers and communities. Customers lean on us for our technology-driven excellence in mission-critical flow creation and industrial solutions across 40+ respected brands where our products and services excel in the most complex and harsh conditions. Our employees develop customers for life through their daily commitment to expertise, productivity and efficiency. For more information, visit PandoLogic. Category:Customer Service, Keywords:Customer Service Representative, Location:MT PROSPECT, IL-60056