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Services Team Lead

Location: 

Norcross, GA, US, 30071

Req ID:  3156
Internal Description Header. <p>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. We are committed to achieving workforce diversity reflective of our communities.&nbsp;</p>

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

Job Summary

Lead and motivate a high-performing team of Service Coordinator representatives located in our Norcross, GA focused on driving customer satisfaction. Monthly travel to the various offices will be required. 

  • Foster an operational and 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.
  • Analyzes orders, customer feedback, and market data to effectively problem solve, influence the services growth and implement new service solution ideas.
  • Effectively recruit, coach, and develop Service Coordinator Team through effective performance plans and development planning.
  • Develop and deliver new hire, process, and systems training

Key Competencies:

  • 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 common goals
  • Manages conflict – handle conflict situations effectively and settles disputes equitably
  • Collaborates – building partnerships and working collaboratively with others to meet shared objectives
  • 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

 

 

Skills/Qualifications:

  • Bachelor’s degree from an accredited institution, or five years of equivalent experience.
  • Five years’ experience with previous experience in a sales and service industry preferred.
  • Three years of people leader experience preferred
  • Proficient in Microsoft Office computer applications required.
  • Strong knowledge with SFA CRM platform, Siebel, Oracle, and MS Office required
  • Experience with analytics software including Tableau, Alteryx, and MiniTab a plus
  • Excellent communication skills – written and verbal at all levels of customer and internal teams
  • Coaching skills and mindset are required
  • Strong analytical skills including analytical tool proficiency
  • Problem-solving proficiency – understand the need, solve problems, and respond in an efficient manner
  • Achievement-driven with a customer service orientation and a track record of outstanding customer feedback.
  • Ability  to drive business results through building effective partnerships with relevant stakeholders

Ingersoll Rand Inc. (NYSE:IR), driven by an entrepreneurial spirit and ownership mindset, is dedicated to helping make life better for our employees, customers and communities. Customers lean on us for our technology-driven excellence in mission-critical flow creation and industrial solutions across 40+ respected brands where our products and services excel in the most complex and harsh conditions. Our employees develop customers for life through their daily commitment to expertise, productivity and efficiency. For more information, visit www.IRCO.com

Special Accomodation

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Lean on us to help you make life better

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We are committed to making our customers successful.

We are bold in our aspirations while moving forward with humility and integrity.

We foster inspired teams.

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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. If you need assistance and/or a reasonable accommodation due to a disability during the application or the recruiting process, please send a request and a member of our team will contact you.


Nearest Major Market: Atlanta