Regional Service Coordinator

3 days ago

Sydney, New South Wales, Australia Ingersoll-Rand plc Full time
About the Team

We are a dynamic team of professionals passionate about delivering exceptional customer experiences and driving business growth. As a Service Operations Manager, you will be part of a collaborative and inclusive environment that values diversity, equity, and inclusion.

Key Responsibilities:

Operations Management
  • Develop and implement territory strategies to grow and maintain the aftermarket and service business.
  • Manage forecasts and delivery of aftermarket revenue numbers.
  • Provide technical support to ensure service teams are certified and skilled to deliver prompt and reliable responses.
  • Plan, schedule, and coordinate staff training with the National Training Manager.
  • Ensure market-leading response times to service requests.
  • Maintain up-to-date Work-in-Progress (WIP) records and run reports to inform departmental management.
  • Prepare and follow up on customer repair quotations.
  • Control and maintain company assets, including service department equipment and tooling.
  • Conduct branch/region store stock takes.
  • Record, approve, and sign off Technician timesheets and completion of timesheet reports for Payroll.
  • Maintain a quality technical library for the region with the National Technical Support Manager.
Customer Management
  • Assess customer needs and advise on suitable product applications with high levels of Customer Satisfaction.
  • Offer assistance and explanation when difficulties arise, ensuring complaints are followed up and satisfactory solutions are obtained.
  • Maintain and develop close relationships with key accounts and meet their requirements wherever possible.
  • Resolve customer complaints and disputes.
People Management
  • Develop technical knowledge to improve team troubleshooting and servicing capabilities.
  • Maintain and develop a team of dedicated professionals, documenting current and emerging technologies.
  • Manage and coach individual team members, monitoring overall performance annually.
  • Conduct regular 'Toolbox' meetings and encourage employee feedback.
Quality and Environment, Health & Safety
  • Support Company objectives aligning with ISO 9001 quality accreditation.
  • Ensure a safe working environment at all times and conduct risk assessments to eliminate or mitigate hazards.

What We Offer:

  • Competitive salary and benefits package.
  • Ongoing training and development opportunities.
  • Collaborative and dynamic work environment.
  • Opportunities for career growth and advancement.

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