Service Coordinator Team Lead

Ingersoll Rand is 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. Job Title Service Coordinator Team Lead Location Dallas, TX or San Antonio, TX or Edmond, OK Job Overview Our West Region is hiring a Service Coordinator Team Lead to lead and motivate a high-performing team of Service Coordinators located in four regional Customer Center offices, focused on driving customer satisfaction and service technician efficiencies. Monthly travel to Customer Centers in the region will be required. Responsibilities Effectively recruit, coach, and develop Service Coordinator Team through effective performance plans and development planning. Develop and deliver new hire, process, and systems training. Foster a customer service‑centric culture across product lines. Ensure effective customer communications for all service events. Develop operational strategies to enhance team capability and 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. Analyze orders, customer feedback, and market data to effectively problem‑solve, influence services growth, and implement new service solution ideas. Requirements High school diploma or GED. 3+ years of experience in a customer service related role. 1+ years of experience leading a team or project, and driving results. 1+ years of Microsoft Office computer applications experience. Core Competencies Communicate professionally – Excellent relationship‑building and interpersonal skills, including verbal and written communication skills. Customer focus – Build a team that can form strong customer relationships and deliver customer‑centric solutions to meet expectations. 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. Provide 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 performance objectives and drive business results. Manages conflict – Handle conflict situations effectively and settle disputes equitably. Manage Service Inventory locations and rental fleets (repair status, location, etc.). Ensure environmental, health and safety, as well as Operational Excellence adherence in the Customer Center. Assist with the auditing process. Collaborates – Building partnerships and working collaboratively with others to meet shared objectives and drive employee engagement. 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. Preferences Bachelor's Degree. Experience with Salesforce and SAP (or another CRM/ERP software). Experience with analytics software like Tableau. Travel & Work Arrangements This position will be onsite at one of the three locations – Dallas, TX or San Antonio, TX or Edmond, OK (with up to 25% travel). What We Offer Ingersoll Rand provides a comprehensive benefits package that includes medical, prescription, dental and vision coverage; wellness programs; life insurance; a robust 401(k) plan; paid time off; and employee stock grants. Additional benefits are available and information can be obtained upon request. #J-18808-Ljbffr Ingersoll Rand