Team Lead- Service Coordinator at Ingersoll Rand

Job Summary

• The Team Lead Service Coordinator plays a critical role in ensuring the smooth execution of field service operations in the Ingersoll Rand & CompAir CTS businesses across South Africa. This position involves managing a team of service coordinators while overseeing all aspects of service coordination, including scheduling, resource management, spare parts orders & expediting, job tracking, invoicing and customer communication. The Lead Service Coordinator ensures that all service delivery is efficient, on-time, and in alignment with standard work, focusing on maximizing customer satisfaction and operational efficiency. Communicates with customers, sales teams, and management to support all operational requirements.

Responsibilities

Team Leadership & Coordination:

• Lead, mentor, and support a team of Service Coordinators in the day-to-day operations.
• Allocate tasks and responsibilities effectively to ensure the timely completion of service requests.
• Foster a collaborative team environment, addressing team performance issues, best practices and providing feedback and development opportunities.

Field Service Scheduling & Resource Management:

• Manage and oversee the scheduling of service technicians for both adhoc/contract planned and emergency jobs.
• Ensure optimal availability of technicians and other resources (e.g., third-party contractors), factoring in scheduled leave and off days.
• Coordinate with technicians to ensure adherence to job schedules and prioritize critical tasks.

Spare Parts Management:

• Oversee the ordering, delivery, and tracking of spare parts and consumables required for service jobs.
• Ensure all parts are available in a timely manner to avoid delays in job completion.
• Monitor inventory levels and collaborate with procurement teams to reorder stock as necessary.

Job Documentation & Record Keeping:

• Manage the creation, maintenance, and tracking of job cards for all commissioning, service requests & warranty claims ensuring that all relevant information is captured accurately.
• Ensure that all documentation related to services, contracts, and orders is stored and updated correctly.
• Maintain up-to-date records of Installed base, service contracts, service history, and customer feedback.

Operational Efficiency & Continuous Improvement:

• Identify opportunities for process improvements and work with the service operations team to enhance workflow and reduce operational bottlenecks. Assist with training.
• Track service performance metrics and assist in reporting, highlighting areas for improvement and providing recommendations for optimization.
• Ensure adherence to company policies, safety standards, and quality control procedures.

Contract Customer Management:

• Oversee the management of contract customers, ensuring that their service needs are prioritized and contractual obligations are met.
• Regularly review contract details to ensure compliance and address any issues or adjustments required, example: over-running contracted service hours.

Basic Qualifications

• Education: Matric or equivalent required; Diploma in in business, operations, or a related field preferred.
• Experience: At least 3-5 years of experience in a service coordination or field service management role, ideally within a technical or industrial environment such as air compressors or other equipment.
• Leadership: Proven experience in leading and managing teams effectively, with strong interpersonal and communication skills.
• Organizational Skills: Strong ability to prioritize tasks, manage multiple service schedules, and coordinate various service activities simultaneously.
• Problem Solving: Excellent problem-solving skills, especially in fast-paced environments where urgent issues may arise.
• Customer Service: Exceptional customer service skills with a focus on maintaining client satisfaction and managing expectations, for both internal & external customers.
• Technical Knowledge: Basic understanding of air compressor systems and related spare parts, or the ability to quickly learn and apply technical knowledge.
• Systems Proficiency: Proficient in-service management software: Syspro / Field Motion, Oracle / Siebel /Jaggaer, CRM systems, and Microsoft Office Suite (Excel, Word, Outlook).
• Attention to Detail: High attention to detail with the ability to manage records, schedules, and documentation with accuracy.
   

Work Arrangements/Requirements

• Full-time position, with occasional overtime required based on service demands.
• The role involves both office-based tasks (scheduling, documentation) and occasional travel for visits to support Service Coordinator teams at all our operations in South Africa