Service Coordinator Team Lead

Job Title:
Service Coordinator Team Lead
Location (Mid-Atlantic Area):
Allentown, PA, Charlotte, NC, Greensboro, NC, Richmond, VA, Shrewsbury, PA

About Us

Ingersoll Rand thrives on a culture of innovation and a sense of ownership, committed to enhancing the lives of our employees, customers, and the planet. With over 80 renowned brands, our customers rely on our products and services to deliver high-quality flow creation and industrial solutions designed to perform in the most complex and harsh conditions. Additionally, our unwavering commitment to ownership has enabled our employees to cultivate strong customer relationships, driving them to solve the industry's most difficult problems.

Job Overview:

Our Mid-Atlantic Area is hiring a Service Coordinator Team Lead to lead and motivate a high-performing team of Service Coordinators, focused on driving customer satisfaction and service technician efficiencies. Monthly travel to Customer Centers in the Mid-Atlantic will be required.

Responsibilities:

• Effectively recruit, coach, and develop Service Coordinator Team through effective performance plans and development planning.?
  
  
• Develop and deliver new hire, process, and systems training.
  
  
• Foster a customer service-centric culture across product lines
  
  
• Ensure effective customer communications for all service events
  
  
• Develop operational strategies to enhance team's capability and enhance customer satisfaction.
  
  
• Create and deliver standard work, lead projects, and develop working knowledge of tools and processes
  
  
• Achieve goals by setting and tracking performance targets for team, analyzing variances, and initiating corrective actions
  
  
• Report on metrics and use lean tools to problem-solve and drive continuous improvement processes.
  
  
• Analyze orders, customer feedback, and market data to effectively problem solve, influence services growth, and implement new service solution ideas.
  
  

Requirements:

• High school diploma or GED required.
  
  
• Bachelor's degree from an accredited institution, or five years of equivalent experience.
  
  
• A minimum of five years' experience with previous experience in a sales and service industry preferred.
  
  
• Proficient in Microsoft Office computer applications required
  
  
• Strong knowledge with Salesforce (or other CRM platform), Siebel, Oracle, and MS Office required
  
  
• Experience with analytics software including Tableau, Alteryx, and MiniTab a plus
  
  

Core Competencies:

• Communicate professionally - Excellent relationship-building and interpersonal skills, including verbal and written communication skills.
  
  
• Customer focus - build team that can form strong customer relationships and deliver customer centric solutions to meet expectations and maintain customer relationship
  
  
• Manages complexity - makes sense of complex, high quantity and sometimes contradictory information to effectively solve problems
  
  
• Optimize work processes - know the most effective and efficient process, with a focus on continuous improvement
  
  
• Action oriented - readily takes on new opportunities and tough challenges with a sense of urgency, high sense of enthusiasm.
  
  
• Directs Work - provide direction, delegation and remove obstacles to get the work done. Provides appropriate guidance and direction based on individual and team capabilities
  
  
• Build Effective Teams - build strong-identity teams that apply their diverse skills and perspectives to achieve performance objectives and drive business results.
  
  
• Manages conflict - handle conflict situations effectively and settles disputes equitably
  
  
• Manage Service Inventory locations and rental fleets (repair status, location, etc.)
  
  
• Ensure environmental, health and safety, as well as Operational Excellence adherence in the Customer Center. Assist with the auditing process.
  
  
• Collaborates - building partnerships and working collaboratively with others to meet shared objectives to drive employee engagement.
  
  
• Being resilient - rebound from setbacks and adversity when facing difficult situations
  
  
• Situational adaptability - adapting approach and demeanor in real time to match the shifting demands of different situations
  
  

Travel & Work Arrangements/Requirements

• This position will have required travel to regional offices for meetings, employee on-boarding and training, and other business needs as they arise. (25-50% travel expected).
  
  

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 is committed to achieving workforce diversity reflective of our communities. We are 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.