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.

CPS Service Manager

Location: Residing in California or Arizona, supporting Western U.S.

About Us

Ingersoll Rand thrives on a culture of innovation and a sense of ownership, committed to enhancing the lives of our employees, customers, and the planet. With over 80 renowned brands, our customers rely on our products and services to deliver high-quality flow creation and industrial solutions designed to perform in the most complex and harsh conditions. Additionally, our unwavering commitment to ownership has enabled our employees to cultivate strong customer relationships, driving them to solve the industry's most difficult problems.

Job Summary

• The CPS Service Manager is responsible for providing leadership for all Engineered System service activities in a given region. Processes within that oversight include safety processes and practices, field service coordination, management of remote technicians, problem resolution, and customer satisfaction and retention. This role supports the portion of our business that comprises our largest and most complex air compressors. Each unique compressor is engineered to order according to customer specifications; therefore, our technician team is highly skilled and able to do root cause problem solving on site. Because this equipment is also the most expensive and most likely to shut a customer down, positive interface with the customer and quick resolution is extremely important. This team is based remotely across North America and may fly to customers when needed.

Responsibilities

• Direct management of 5-15 remote field service technicians within a given territory. Monitor and maintain all company policy and procedures consistently.

• Effectively attract, coach, counsel, train and develop all service employees. Drive continuous improvement through company performance management process, process improvement initiatives, and technical product training programs. Develop employee skill levels, including customer service, process and technical skills, to the highest degree possible. Proactively build the technician pipeline externally and strategically manage your technician workforce to prevent resource gaps.

• Ensure efficient response to customers, whether new machine commissioning, emergency repair, major equipment overhauls and projects, or long-term service agreements (Package Care).

• Ensure that standard service work processes are created and followed. Improve transactional processes impacting the customer experience and increase overall customer satisfaction while continuing to drive revenue and margin growth.

• 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, at customer sites, and while traveling.

• Support Strategic Account Management; Visit customers on a frequent basis to build relationships and provide solutions.

• Work collaboratively with channel partners in the external Distributor network and internal area teams with focus on channel development, technician development, service sales development and service execution best practices.

• Proactively work with technical support, warranty team and product development to improve equipment operation and sustainability.

Basic Qualifications

• Bachelor's Degree in Engineering, Technical, Marketing or Business from a four-year college or university is preferred, or 5-10 years of direct leadership experience in the compressed air industry, or an equivalent combination of education and experience required.

• Previous experience managing an hourly technical workforce, including remote employees. Leadership skills including coaching, development, networking, and recruiting employees.

• Experience in forecasting of budgets, profitability, and resource needs.

• 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.

• Ability to work 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.

Travel & Work Arrangements/Requirements

Because the team is remote and this is considered a revenue generating, customer-facing role, this position requires 50-75% travel. Company vehicle provided.

Key Competencies

• Advanced operating knowledge of Microsoft office software and other basic computer usage.? Proficiency with handheld computer (i.e. Smartphone, iPad) and network bases.

• Exceptional organization, communication (verbal and written), and follow-up skills with the ability to effectively manage a high volume of priorities with internal and external customers. Advanced customer service skills including conflict resolution, communication, negotiation, etc.

• Strong interpersonal skills, able to follow standard processes and work autonomously while understanding when to escalate issues that require further review.

• Proven ability to collaborate, influence and support change with stakeholders across multiple levels of a global organization.

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.

The total pay range for this role, including incentive opportunities, is $68,700- - 160,300. The total 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.

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. For more information, visit www.IRCO.com.