Job Title: Area Service Leader
Location: Pomona, CA; San Diego, CA; Phoenix, AZ
Job Summary The Area Service Leader position is responsible for providing the leadership for all service activities from the installation of new equipment to the implementation of a services contract through lifetime connectivity with that customer. Processes within that oversight include support of sales through contract pricing on parts and service, field service coordination, management of technicians and service supervisors, customer satisfaction, and responsibility for the revenue and margin of the parts and service business within the geography. Provides strategy for connectivity and services growth within the defined region. This position is responsible for service growth for office locations within the West Region (Southern California, Arizona & Nevada).
Responsibilities - Accountable for full services portfolio performance. Ensure technicians training and skill level is appropriately balanced to service customers, and leverage resources across the area. This includes emergency repair (break/fix), regular maintenance contracts, scheduled work and upgrades, installations, replacement components (parts), and long-term service agreements (Package Care).
- Collaborate with the Operations Leader to ensure service coordination processes/functions are aligned with service objectives. Collaborate with sales on contract pricing of parts and services to maintain and enhance profitable service operations.
- Effectively attract, coach, counsel, train, and develop 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 and technical skills, to the highest degree possible.
- Proactively build the technician and service supervisor pipeline (internally and externally) and strategically manage your workforce to prevent resource gaps.
- Maximize cash flow by ensuring invoices are generated immediately upon completion of work, 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.
- Ensure environmental, health and safety compliance within service team. Provide training to all employees to ensure a safe and productive work environment both in the shop and at customer sites.
- Visit customers on a regular basis to build relationships and provide solutions.
Basic Qualifications - Bachelor's Degree required in a related discipline; Engineering, Technical, Marketing or Business preferred.
- 5+ years of experience in industrial product space, preferably with a diverse product portfolio including service offerings.
- 3+ years management experience, preferably in a customer facing environment.
Key Competencies - Exceptional written and verbal communication skills.
- Leadership skills are essential. Individual must be able to manage an hourly technical workforce, including remote employees, as well as salaried staff.
- Work is completed through other employees, so this person must excel at hiring, developing, training, coaching, leading and motivating a diverse workforce for optimal results.
- Profit & Loss experience is critical. Individual must have experience in forecasting needs, obtaining resources, and managing budgets.?
- A strategic business mindset is important. This individual must be able to support the Regional Director in creation of a strategic business plan for growing the service business through internal process improvements and lean strategies to positively impact our market position.
Preferences: - Bachelor's degree in engineering, engineering technology, business or equivalent from a four-year college or university
- Technical and/or mechanical capabilities are a plus.
Travel & Work Arrangements/Requirements This position will be based out of one of the West region area customer centers with regional and overnight, out of town travel required (30%).
Pay Range: The pay range for this role, including incentive compensation, is $100,000 - $200,000. The pay range takes into account a wide range of factors that are considered in making compensation decisions including, but not limited to, skills; experience and training; licensure and certifications; and other business and organizational needs. The disclosed pay range estimate has not been adjusted for the applicable geographic differential associated with the location at which the position may be filled. At Ingersoll Rand, it is not typical for an individual to be hired at or near the top of the pay range for their role and compensation decisions are dependent on the facts and circumstances of each case
What We Offer At Ingersoll Rand, we embrace a culture of personal ownership - taking responsibility for our company, our communities, and our environment - as well as for our individual well-being. Our comprehensive benefits package is designed to empower you with the tools and support needed to take charge of your health and future.
What We Offer At Ingersoll Rand, we embrace a culture of personal ownership - taking responsibility for our company, our communities, and our environment, as well as our individual health and well-being. Our comprehensive benefits package is designed to empower you with the tools and support necessary to take charge of your health, ensuring that together, we can continue to make life better. Our range of benefits includes health care options like medical and prescription plans, dental and vision coverage, as well as wellness programs. Additionally, we provide life insurance, a robust 401(k) plan, paid time off, and even an employee stock grant, among other offerings. These benefits are our commitment to you, so you can be your best at work and beyond.
