Service Supervisor

At Ingersoll Rand, we are driven by an entrepreneurial spirit and an ownership mindset. We aspire to be connected with our customers for life, and embrace the responsibility that comes with that. We know our customers lean on us for essential, vital and mission critical solutions. For 160 years we have been waking up every day to provide those solutions and help make life better for our customers, our employees and our communities. Come help make life better with us.

Job Summary:

Ingersoll Rand in Marlborough, MA is hiring for a Service Supervisor. The Service Supervisor in the compressed air commercial segment is responsible for leading the local service function for the full life cycle of the equipment to achieve exceptional customer satisfaction. This encompasses supporting the sales team to grow the business, collaborating with service coordination, and managing a Service Technician team that installs, repairs and maintains all makes of rotary screw and reciprocating air compressors and compressed air system components. The Service Supervisor also has responsibility for the Service P&L for their Customer Center.

Position Responsibilities:

• Effectively attract, coach, counsel, train, develop and retain all service employees. Drive continuous improvement through company performance management process and technical product training programs available. Develop employee skill levels, including customer service, process improvement and technical skills to the highest degree possible.

• Collaborate with the service coordination function to respond efficiently to customers, ensure technicians' training and skill level is appropriately matched to service customers, and ensure resources are effectively leveraged across the service area to maximize Service Technician utilization. This includes balancing customer requests for emergency repair, regular maintenance contracts, scheduled work and upgrades, installations, replacement components, and long term service agreements.

• Collaborate with the sales function to consult on service agreements; attend customer meetings to win new, and grow existing; service business; provide service support for installations; and drive new service business through Service Technician generated leads, quotes and requests for proposals.

• Maximize cash flow by ensuring invoices are generated immediately upon completion of work and warranty claims are filed accurately and timely, managing expense budgets, and increasing utilization of the service team. Ensure that standard service work processes are created and followed. Improve transactional processes impacting the customer experience and increase overall customer satisfaction.

• Effectively manage service team inventory to maintain accuracy, reduce year-end write-offs, and maintain SOX compliance through detailed reporting and regular cycle counts.

• Ensure environmental, health and safety compliance within service team. Provide training to all employees to ensure all service personnel follow, and maintain, safe and productive work habits in the shop, as well as at the customer site.

• Frequent travel to customer job sites is required, which may include outdoor work and/or work in mechanical/equipment rooms. During the site visits, the employee may be exposed to variable weather conditions; moving mechanical parts; heights, and other variable environmental conditions based on location.

• Other duties as assigned to support the service business and ensure customer satisfaction.

Skills/Qualifications:

• Associate's or Bachelor's degree in engineering, engineering technology, business or equivalent from a four-year college or university preferred, or an equivalent combination of education and experience required.

• Minimum of three (3) years' experience in an industrial sales business setting.

• Minimum of three (3) years' experience in managing teams of people, processes and budgets strongly preferred, or an equivalent combination of relevant experience coaching, training and mentoring as a peer-leader.

• Regional travel to customers is required; Company vehicle provided.

• Must possess a valid driver's license for a minimum of 12 months, with no major or frequent traffic violations including, but not limited to:

• DUI in the previous 5 years

• Hit & Run, License Suspension, Reckless/Careless Driving or multiple smaller infractions or preventable collisions in the previous 3 years

• This position requires working in diverse conditions at times requiring interpretation or deviation from standard processes including but not limited to mechanical equipment rooms with exposure to noisy operating equipment, exposure to extreme weather conditions, precarious places, and risk of electrical shock (high voltage) with NFPA or equivalent standards.

• This position is highly physical and requires regular use of hands, fingers, walking, stooping, and kneeling. It requires employees to regularly lift and or move weight limits in line with the safety policy.