Team Lead- Service Coordinator - Boksburg - Ingersoll Rand

    Ingersoll Rand
    Ingersoll Rand Boksburg

    6 hours ago

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    Description

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    At Ingersoll Rand we are passionate about inspiring progress around the world. We advance the quality of life by creating comfortable, sustainable and efficient environments. We are a global business committed to a world of sustainable progress and enduring results.

    Ingersoll Rand is a diverse and inclusive environment. We are an equal opportunity employer, dedicated to hiring a diverse workforce, including individuals with disabilities.

    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

    • 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.

    Special Accommodation

    If you are a person with a disability and need assistance applying for a job, please submit a request.

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