Tips from an Ingersoll Rand Master Technician

At Ingersoll Rand, our field technicians are more than just experts in compressors, they’re trusted partners to our customers. In this spotlight, we chat with Kyle Norris, a remote technician based out of the Knoxville office who serves the Tri-Cities area. Kyle shares what it’s like working in the field, building customer relationships, and keeping things running smoothly behind the scenes.

Q: Kyle, where are you based and which customer center supports your territory?

A: I work remotely in the Tri-Cities area, but I’m out of the Knoxville office. That’s the closest customer center to me.

Q: How long have you been with Ingersoll Rand?

A: I have been with Ingersoll Rand for 20 years.

Q: What’s something customers might not realize about your role?

A: When I show up in my truck, customers often think, “He’s here, he’s got it handled.” And I do. But what they might not realize is that I’m part of a much larger team working behind the scenes to make that support possible. Coordinators, service managers, and others are constantly communicating and collaborating to ensure everything runs smoothly. It’s a team effort, even if I’m the one they see.

Q: How important are technician-customer relationships in your work?

A: Very important. We try to keep the same techs with the same customers when possible. If a relationship is built, it’s best to maintain it. Customers trust the tech they know, and that trust goes a long way.

Q: What is your favorite thing about your job?

A: The variety, every day is different. I also enjoy building relationships. Over time, many of my long-term customers have become more like friends.

Q: Can you describe a common challenge customers face in the field?

A: One of the most common issues I see is equipment not being run efficiently. For example, I’ll visit a site where a compressor is constantly cycling (loading and unloading) when it could be running in modulation, in order to maintain steady pressure. That constant cycling puts extra wear on components like thrust bearings, which last longer when the compressor stays loaded.

Q: Are there other common misconceptions when customers have multiple compressors?

A: A situation I often run into is with sites that have multiple compressors. Let’s say a customer has two 250-horsepower fixed-speed units and adds a 200-horsepower variable speed compressor. Because the variable-speed unit is newer and bigger, they assume it should be the lead machine. But in reality, it’s designed to be the trim unit, adjusting output to meet demand efficiently. Using it correctly can save energy and reduce wear across the system.

Q: Is there a product or service feature that customers often overlook?

A: One area that’s often overlooked is condensate maintenance. Many people don’t realize how much moisture a compressor can produce, especially on humid days. For example, a 150-horsepower compressor operating in 70% humidity can generate up to 200 gallons of water in just 24 hours. That’s a lot of moisture moving through your system. When customers call about water in their air lines, the issue is usually a faulty or neglected condensate drain. These drains are designed to remove moisture automatically, but if they’re not working properly, water builds up and causes problems. Keeping an eye on humidity levels and maintaining your drains can go a long way in protecting your equipment and keeping operations running smoothly.

Q: What would you say is the second most overlooked issue?

A: One thing I see often is that compressor rooms become catch-all storage spaces. It’s easy to overlook, but compressors need room to breathe. Proper airflow, access for maintenance, and a clean environment are all critical to keeping equipment running efficiently. In many facilities, compressors are tucked away and forgotten because they “just run.” But that mindset can lead to problems. Regular upkeep and keeping the area clear not only help us do our job safely and effectively but also extend the life of the equipment. Cleanliness and accessibility are simple steps that make a big difference.

Q: What’s your approach when dealing with a frustrated customer?

A: I start by listening to understand what’s going on. Then I’ll say, “Let me check in with my service manager and see what we can do.” If it’s something I can fix, I will explain the issue clearly and walk them through the solution. Being honest, calm, and informative goes a long way in building trust and resolving the situation.

Q: Do you ever find that giving too much information overwhelms customers?

A: Definitely. Early in my career, I learned that giving too much detail can overwhelm or even intimidate customers. Most of the time, they just want the expert to handle it. So, I focus on sharing just enough to help them understand what’s happening, without overloading them. Clear, simple communication builds trust and keeps things moving.

Q: Do customers with CARE packages tend to have fewer issues?

A: Yes, no question. The ones with CARE agreements have very few call-ins. Most of the break-fix calls come from customers without it. Machines will break eventually, but our CARE offerings help catch a lot before it happens. Master Tech At Ingersoll Rand, our field technicians are more than just experts in compressors, they’re trusted partners to our customers. In this spotlight, we chat with Kyle Norris, a remote technician based out of the Knoxville office who serves the Tri-Cities area. Kyle shares what it’s like working in the field, building customer relationships, and keeping things running smoothly behind the scenes.