**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