Services Technology & Analytics Leader

at  Ingersoll Rand

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.

ABOUT US

Ingersoll Rand is a global market leader with a broad range of innovative and mission-critical air, fluid, energy, and medical technologies, providing services and solutions to increase industrial productivity and efficiency.

JOB SUMMARY

As the Leader of Services Technology and Analytics, you will devise and implement the necessary business improvement tools, systems and processes required to improve operational efficiency and deliver a best in class service experience. This position has responsibilities to all system related processes and data within that oversight, including service coordination, agreement management, service technician mobility, parts shipment and inventory, invoicing and customer satisfaction.

BASIC QUALIFICATIONS

• Computer literate with experience of service systems essential
• High proficiency in Excel/Word/Visio essential
• High proficiency in writing database queries using Oracle Sequel developer essential
• Highly proficient in Tableau design / multi data creation essential
• Minimum 3 years’ professional experience, ideally in an industrial sales and service environment
• Knowledge of service end-to end process including boundary systems, Warranty, ERP, Bi. Preferred

TRAVEL & WORK ARRANGEMENTS/REQUIREMENTS

• Flexible working hours, hybrid model (up to 50% of HO per month)
• Travel within EMEIA region as required (0-10%)

• Develop & deploy field service delivery system tools and processes to optimise user (service coordinators, service technicians) and customer experience.
• Support the development and maintenance of standard work documentation including process flow diagrams for service delivery applications
• Design SQL based queries to build reports for data mining and interactive dashboard reporting
• Develop, design and implement interactive dashboards in Tableau that combine multiple sources of data to provide visual assessment of business performance and trends
• Provide process and technical support for end-to-end service processes and systems; Siebel, U-dispatch, Oracle, Tavant, Tableau
• Utilise knowledge of the service end-to-end process including boundary systems (Warranty, ERP, BI, Mendix, etc.), SQL queries or other reporting tools to support the business in problem solving operational or application issues
• Design and maintain Mendix application using low-level code along with the associated business quotation document templates
• Provide process and system support as required for the Customer Satisfaction Survey process in order to help the service teams to identify opportunities to increase the satisfaction index.