Location: Tonawanda, NY, US, 14150 Edison, NJ, US, 8818 Aston, PA, US, 19014-3202 East Syracuse, NY, US Marlborough, MA, US, 1752

Req ID: 5041

Ingersoll Rand is committed to achieving workforce diversity reflective of our communities. We are 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 Purpose:

This position is responsible for providing the leadership for all activities in the value stream process from the time the customer center receives the PO for an equipment or services sale through PO closure. This position has responsibilities to all processes within that oversight, including service coordination, DSOR, MDI, order management, parts inventory and shipment, inside sales, invoicing and collections, and customer satisfaction for 8 customer center locations within the Northeast Area.

Position Responsibilities and Tasks:

Monitor the order management process and identify process improvement opportunities to drive accuracy, efficiency, timeliness, and customer satisfaction.
Collaborate with sales on contract terms and order processing to minimize errors and maximize accuracy and on time delivery.
Collaborate with service to ensure optimal customer experience, parts and resource availability and technician productivity
Visit customers on a regular basis to understand process challenges and customer requirements.
Effectively attract, coach, counsel, train and develop all sales support operations 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 manage the workforce with cross-training and support to manage employee gaps, leveraging strengths and employee skill sets.
Maximize cash flow by ensuring invoices are generated immediately upon completion of work, resolving disputes in a timely manner, managing budgets, and increasing utilization of sales support operations team. Create standard work processes where needed and ensure they are 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.

Critical Competencies / Skills/ Qualifications:

Bachelor’s Degree required in a related discipline; Engineering, Technical, Marketing or Business preferred
Individual must have a minimum of 7-10 years of experience in industrial product space, preferably with a diverse product portfolio including service offerings.
Leadership skills are essential. Individual must have a minimum of 3-5 years management experience; preferably in a customer-facing environment.
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 Area General Leader in creation of a strategic business plan for growing the business through internal process improvements and lean strategies to positively impact our market position.
Travel 40-75%

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Ingersoll Rand Inc. (NYSE:IR), driven by an entrepreneurial spirit and ownership mindset, is dedicated to helping make life better for our employees, customers and communities. Customers lean on us for our technology-driven excellence in mission-critical flow creation and industrial solutions across 40+ respected brands where our products and services excel in the most complex and harsh conditions. Our employees develop customers for life through their daily commitment to expertise, productivity and efficiency.

Ingersoll Rand

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