Product Support Engineer

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.