Team Lead- Service Coordinator

Team Lead: Service Coordinator

Jet Park, Gauteng

About Us

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

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