Service Supervisor

Description

Job Summary: We are seeking a Service Coordinator to manage contracts, materials, and services, lead teams, and drive post-sales process improvements. Key Highlights: 1. Team leadership and service management in the industrial sector. 2. Process improvement initiatives and identification of new business opportunities. 3. Technical support and conflict resolution for customers and technicians. **Service Coordinator Pedro Gil \& Roots** **Vilassar de Dalt, Barcelona** **About Us** Ingersoll Rand is a U.S.-based global industrial equipment provider and a leader in compressed air solutions across its diverse business lines, offering related technologies, parts, and services to a broad and diversified customer base through a family of brands—including Pedro Gil, with offices and a production center located in Vilassar de Dalt. **Job Description** We are looking for a Service Coordinator to join our After-Sales team in Vilassar de Dalt. **Responsibilities** You will be responsible for managing contracts, materials, and any customer-required services, as well as identifying process improvements and new growth opportunities. You will interact directly with various service and commercial teams and report directly to the After-Sales Department Manager. You will lead BBS reports (Technician Safety Audits), traveling to customer sites and field technicians’ work locations nationwide to resolve conflicts, improve processes, or address any other matters requiring your involvement. * Management and Operations: * Route and schedule planning: Organize technicians’ calendars to optimize travel and ensure preventive and corrective maintenance is performed on time. * Resource allocation: Assign the appropriate technician to each fault based on expertise, location, and experience level. * Urgency management: Prioritize * Technician Management: * Team leadership: Oversee all service activities and coordinate unit or site managers. * Personnel oversight: Monitor task completion, track working hours, and ensure compliance with internal regulations. * Professional development: Identify training needs and foster a collaborative work environment. * Implementation of the Field Service Group Control Program * Control and Supervision: * Report review: Validate and approve documents, projects, and administrative actions generated by your team before they leave the service department. * Quality assurance: Ensure activities and resources employed meet required quality and safety standards. * Conflict resolution: Manage and resolve complex issues that cannot be resolved at lower levels. * Technical quality control: Supervise repairs to ensure compliance with brand standards and safety regulations. * Work order validation: Review and sign off on technician-generated reports (hours spent, materials used) before forwarding them for billing. * Second-level support: Serve as technical consultant when a field technician fails to resolve a complex fault. * Customer and Sales Relations: * Complaint handling: Internal management of cases where repairs fail or response times fall short of agreed timelines. * Customer retention: Identify opportunities to sell maintenance contracts or upgrades for outdated machinery. * Logistics and Warehouse: * Spare parts stock control: Ensure technicians carry critical, high-turnover parts in their vehicles or have them available in warehouses. * Tool management: Monitor condition, calibration, and replacement of technical equipment (analyzers, hydraulic tools, diagnostic software). **Key Competencies** * Leadership of the coordination team and technical team. * Customer management and conflict resolution. * Service planning and technician management. * Process improvement initiatives combined with identification of new business opportunities to increase department profitability. * Management and reporting of technician safety audits. * Team support in addressing technical questions regarding our systems, products, and application alternatives—including controls, installation, operation, maintenance, and troubleshooting. * Daily KPI report management. **Requirements** * Experience managing customers and technical teams in the industrial sector, as well as managing platforms such as Oracle or SAP. * Strong communication skills—both internally within the team and externally with external stakeholders. * Minimum vocational training (FP) required; an engineering degree and additional master’s degree are preferred. * Frequent travel availability required. * English language proficiency required. **What We Offer** * Permanent employment contract * Unlimited access to LinkedIn Learning * Life insurance * Private health insurance * Opportunities for professional development and growth within a global company. * After one year of employment, employees receive 10% of their gross salary in company stock.