16 Technical Support jobs in Highland

• Provide technical support to clients via phone, email, and chat, addressing inquiries and resolving software-related issues.
• Diagnose and troubleshoot complex technical problems, guiding users through step-by-step solutions or escalating to higher-level support as needed.
• Document all interactions, troubleshooting steps, and resolutions accurately in the helpdesk ticketing system.
• Collaborate with development and product teams to identify recurring issues and contribute to product improvements.
• Create and update knowledge base articles, FAQs, and self-help resources for clients.
• Educate clients on product features, best practices, and effective usage to maximize their experience.
• Maintain a high level of customer satisfaction by providing timely, professional, and empathetic support.
• Stay up-to-date with product updates, new features, and industry trends to provide informed support.
• Participate in team meetings and training sessions to enhance technical skills and product knowledge.
• Assist with user account management, password resets, and basic configuration changes.
• Identify opportunities for process improvements within the support department.

• Associate's degree in Information Technology, Computer Science, or a related field, or equivalent practical experience.
• Minimum of 2-3 years of experience in a technical support, helpdesk, or customer service role, preferably with software products.
• Strong understanding of software applications, operating systems (Windows, macOS), and basic networking concepts.
• Excellent problem-solving and analytical skills, with the ability to diagnose and resolve technical issues efficiently.
• Exceptional verbal and written communication skills, with a patient and empathetic approach.
• Proficiency in using helpdesk ticketing systems (e.g., Zendesk, ServiceNow) and CRM software.
• Ability to work independently and as part of a collaborative team in a fast-paced environment.
• Demonstrated ability to learn new technologies quickly.

• Bachelor's degree in a technical field.
• Relevant certifications (e.g., CompTIA A+, Network+, Microsoft Certified Professional).
• Experience with SQL or basic database queries.
• Familiarity with SaaS environments.

BH Job ID:

2790

SF Job Req ID:

14542

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:
Pump Technical Support Specialist
Location:
Alsip, IL

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.

The Ingersoll Rand Pump (IRP), MP Pump and Oberdorfer Pump (MPOB) Business Unit is a dynamic division within Ingersoll Rand, renowned for its Ingersoll Rand Pumps and MP Oberdorfer Pumps. These brands are celebrated for their reliability, innovation, and service to industries worldwide. Our commitment to excellence propels us to constantly improve our products and services, ensuring that we remain leaders in fluid handling technologies. Our teams are dedicated to upholding the highest standards of quality and customer satisfaction, making our pumps the go-to choice for professionals seeking efficient and durable solutions.

Job Overview:

We are seeking a highly motivated and skilled Pumps Technical Support Specialist to join our team. In this role, you will be the go-to expert for providing technical assistance, troubleshooting, and customer support related to our pumps and pumping systems. You will collaborate with customers, sales teams, and engineering departments to ensure the optimal performance of our products while delivering exceptional customer service. This role is essential in building and maintaining libraries of technical information to ensure that our customers and sales team receive the best support possible. Provide periodic training to internal staff and distributors as needed. If you have a passion for problem-solving and possess technical expertise in pumps, hydraulics, or fluid mechanics, we want to hear from you!

Responsibilities:

• Technical Support: Provide timely and accurate troubleshooting, diagnostics, and solutions for customer inquiries related to pumps and pumping systems. Recommend and quote proper pump equipment per customer specifications
  
  
• Customer Assistance: Respond to phone calls, emails, and support tickets, ensuring customer satisfaction and resolving technical issues efficiently.
  
  
• Product Expertise: Develop in-depth knowledge of the company's products, including centrifugal pumps, positive displacement pumps, and other fluid-handling equipment.
  
  
• Troubleshooting: Analyze pump performance issues such as cavitation, leaks, vibration, or system inefficiencies, and recommend corrective actions. Be main customer liaison during Warranty and Return process.
  
  
• Documentation: Maintain clear and detailed records of customer interactions, technical issues, and resolutions using the company's CRM. Develop and maintain a library of technical information, FAQs, and troubleshooting guides
  
  
• Training: Assist customers, distributors, and internal teams by providing training sessions and technical guidance on pump installation, operation, and maintenance.
  
  
• Collaboration: Work closely with engineering, R&D, and sales teams to address complex technical challenges and improve product designs. Collaborate with the Customer Service, Sales/Distribution, and Production teams to address customer feedback and improve product offerings
  
  
• Quality Feedback: Report product trends, recurring issues, and customer feedback to improve product quality and performance.
  
  
• Compliance: Ensure all technical support activities align with industry standards, safety regulations, and company policies.
  
  

Requirements:

• Associate's or Bachelor's degree in Mechanical Engineering, Fluid Mechanics, or a related field.
  
  
• 4+ years of experience in technical support, field service, or engineering roles involving pumps, hydraulics, fluid systems, or related industrial equipment.
  
  
• Strong knowledge of pump types (e.g., centrifugal, diaphragm, gear, etc.), hydraulic systems, and fluid dynamics.
  
  
• Familiar with the fundamentals of fluid mechanics, pump curve analysis, design, material selection, and factory processes.
  
  
• Ability to read and interpret technical drawings, manuals, and schematics.
  
  
• Excellent problem-solving skills and attention to detail.
  
  
• Outstanding communication skills (written and verbal) to explain technical concepts to non-technical audiences.
  
  
• Customer-focused mindset with the ability to remain calm and professional under pressure.
  
  
• Proficiency in using CRM and ERP software such as Zendesk and SAP.
  
  

Preferences:

• Familiarity with electrical motor controls, variable frequency drives (VFDs), mechanical seals, and pump assemblies.
  
  
• Basic knowledge of CAD software.
  
  

Core Competencies:

• Customer-Centric Mindset: Prioritizing customer needs and continuously seeking ways to improve their experience.
  
  
• Analytical Thinking: Using data and analysis to inform decisions and solve problems effectively.
  
  
• Communication Excellence: Articulating ideas clearly and engaging stakeholders with confidence and diplomacy. Leadership Abilities: Inspiring, guiding, and growing team members towards achieving a shared vision of customer excellence.
  
  
• Adaptability: Embracing change and adjusting strategies to meet evolving customer and business demands. Technical Savvy: A quick learner with an affinity for grasping complex product functionalities and systems.
  
  

Travel & Work Arrangements/Requirements:

Onsite

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

To Apply:

Please apply via our website by September 2nd in order to be considered for this position.

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• Enforces, applies architecture standards/governance, provides input to corporate policies. Collaborates with multi-disciplinary teams to mitigate risks. Consultants to improve work processes, address information system or operational inefficiencies. Implements existing device security standards. Provides senior-level consulting to end-users for solution requirements. Escalates for complex device or application selection. Oversees adherence to change control processes, provides guidance/oversight to team members, representative to enterprise change control, documents architecture/design. Facilitates proactive communication amongst technical teams.
• Responsible for all end-point devices, including desktop, mobile, and print. Monitors/analyzes environment to prevent issues. Employs tools, rounding, or observation to find improvement opportunities. Analyzes data to identify systemic issues/risks to prevent incidents. In collaboration with engineering, develops/executes corrective action plans. Provides guidance to technicians as it relates to deployment of software using defined processes and is a resource for technical teams to address technical environment deficiencies. Acts as highest-level within support services to escalate troubleshooting for the most technically complex, complicated, challenging issues. Ensures fleet management is documented.
• Responsible for all aspects of technical operations. Creates/executes coding/scripting to achieve operational imperatives. Employs best practice in development operations. Provides consultation across enterprise environment. Documents coding/scripting and process re-engineering. Ensures incidents/service requests are resolved within service level objectives. Analyzes performance metrics to improve cost/service efficiency. Provides direct feedback for team performance, standards compliance, and technical proficiency. Effectively communicates with senior leadership and end users to instill confidence in strategy and execution.
• Serves as technical subject matter expert (SME) for site/regional projects of varying size and complexity. Develops/executes project plans and coordinates team member activities. Coordinates and provides guidance to project team meetings and communicates project status to all stakeholders. Escalates issues as required. Serves as the highest technical matrix resource within Support Services for activities/reviews that require support or resources from other teams including technical team, networking, security and vendor. Ensures project documentation is completed.
• Manages escalation process of the most technically complex issues. Provides subject matter expertise on software deployment, information security management, operations oversight, environment testing, procedure management, standards, and compliance. Interacts regularly with site service line and operational leaders to collect and understand new business needs, relevant issues or adoption barriers. Locates existing solutions or works with engineering to develop new technology to solve issues.
• Serves as a technical expert across HIT Support Services in the technical review process. Defines and oversees management of site-based activities in information security/availability, testing, procedure management, compliance, and fiscal responsibility. Site representative on system-wide enterprise technical oversight committees. Collaborates with core technology owners to enhance and measure adoption/optimization goals
• Ensures core application and local site technology training is available and team members maintain competency. Maintains a culture that requires staff to continuously discover and learn new technology and advancements. Coordinates and guides staff on-boarding process to ensure new team members become immediately productive.
  
  

• Enforces, applies architecture standards/governance, provides input to corporate policies. Collaborates with multi-disciplinary teams to mitigate risks. Consultants to improve work processes, address information system or operational inefficiencies. Implements existing device security standards. Provides senior-level consulting to end-users for solution requirements. Escalates for complex device or application selection. Oversees adherence to change control processes, provides guidance/oversight to team members, representative to enterprise change control, documents architecture/design. Facilitates proactive communication amongst technical teams.
• Responsible for all end-point devices, including desktop, mobile, and print. Monitors/analyzes environment to prevent issues. Employs tools, rounding, or observation to find improvement opportunities. Analyzes data to identify systemic issues/risks to prevent incidents. In collaboration with engineering, develops/executes corrective action plans. Provides guidance to technicians as it relates to deployment of software using defined processes and is a resource for technical teams to address technical environment deficiencies. Acts as highest-level within support services to escalate troubleshooting for the most technically complex, complicated, challenging issues. Ensures fleet management is documented.
• Responsible for all aspects of technical operations. Creates/executes coding/scripting to achieve operational imperatives. Employs best practice in development operations. Provides consultation across enterprise environment. Documents coding/scripting and process re-engineering. Ensures incidents/service requests are resolved within service level objectives. Analyzes performance metrics to improve cost/service efficiency. Provides direct feedback for team performance, standards compliance, and technical proficiency. Effectively communicates with senior leadership and end users to instill confidence in strategy and execution.
• Serves as technical subject matter expert (SME) for site/regional projects of varying size and complexity. Develops/executes project plans and coordinates team member activities. Coordinates and provides guidance to project team meetings and communicates project status to all stakeholders. Escalates issues as required. Serves as the highest technical matrix resource within Support Services for activities/reviews that require support or resources from other teams including technical team, networking, security and vendor. Ensures project documentation is completed.
• Manages escalation process of the most technically complex issues. Provides subject matter expertise on software deployment, information security management, operations oversight, environment testing, procedure management, standards, and compliance. Interacts regularly with site service line and operational leaders to collect and understand new business needs, relevant issues or adoption barriers. Locates existing solutions or works with engineering to develop new technology to solve issues.
• Serves as a technical expert across HIT Support Services in the technical review process. Defines and oversees management of site-based activities in information security/availability, testing, procedure management, compliance, and fiscal responsibility. Site representative on system-wide enterprise technical oversight committees. Collaborates with core technology owners to enhance and measure adoption/optimization goals
• Ensures core application and local site technology training is available and team members maintain competency. Maintains a culture that requires staff to continuously discover and learn new technology and advancements. Coordinates and guides staff on-boarding process to ensure new team members become immediately productive.
  
  

• None Required.
  
  

• Bachelor's Degree (or equivalent knowledge) in Information Technology or related field.
  
  

• Typically requires 5 years of experience in a complex information technology environment that includes experience with system design, installation, and support.
  
  

• Understands complex requirements and solutions that integrate multi-platform applications.
• Excellent communication and customer service skills.
• Knowledge of a variety of hardware platforms, architecture, and operating systems.
• Excellent skills in project planning and management.
• Automated software deployment and device management tools.
• Application programming and/or scripting, DevOps best practices, database administration.
• Active Directory experience that includes group policy creation and administration, user and device management.
• Microsoft Office productivity platforms.
  
  

• Position requires travel which may result in exposure to road and weather hazards.
• Exposed to normal office environment.
• Operates all equipment necessary to perform the job.
• 24 hour/7 day on call support required.
  
  

• Seniority level Mid-Senior level

• Employment type Full-time

• Job function Information Technology
• Industries Hospitals and Health Care

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• Serve as the first point of contact for customer inquiries, providing prompt and professional support via phone, email, and live chat.
• Diagnose and resolve technical issues related to our software products, guiding customers through troubleshooting steps with clear and concise instructions.
• Document all customer interactions, issues, and resolutions accurately in the CRM system.
• Escalate complex or unresolved issues to the appropriate internal teams (e.g., Tier 2 support, engineering, product development) and follow up to ensure timely resolution.
• Educate customers on product features, functionalities, and best practices to maximize their experience and foster product adoption.
• Identify and reproduce bugs, providing detailed reports to the development team for investigation and resolution.
• Contribute to the creation and maintenance of a comprehensive knowledge base, including FAQs, user guides, and troubleshooting articles.
• Proactively identify opportunities to improve customer satisfaction and streamline support processes.
• Handle customer complaints and provide appropriate solutions and alternatives within established time limits; follow up to ensure resolution.
• Maintain a high level of product knowledge and stay updated on new releases and features.
• Collaborate with sales and marketing teams to provide feedback on customer pain points and product enhancements.
• Participate in team meetings and training sessions to enhance skills and knowledge.
• Adhere to company policies and procedures, particularly regarding data privacy and security.
• Work towards achieving individual and team performance metrics, such as response time, resolution rate, and customer satisfaction scores.

• High school diploma or equivalent; Associate's or Bachelor's degree preferred.
• 1-3 years of experience in a customer service, helpdesk, or technical support role, preferably in a software or technology environment.
• Strong technical aptitude and ability to quickly learn new software applications and systems.
• Excellent verbal and written communication skills, with a patient and professional demeanor.
• Proven problem-solving skills and the ability to think critically under pressure.
• Proficiency in using CRM software (e.g., Salesforce, Zendesk) and helpdesk ticketing systems.
• Ability to empathize with customers and effectively de-escalate challenging situations.
• Strong organizational skills and attention to detail.
• Ability to work both independently and collaboratively in a team-oriented environment.
• Flexibility to work various shifts, including some evenings or weekends, if required by business needs.
• A genuine passion for providing outstanding customer experiences.