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.
- **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