Remote Monitoring Services Operations Analyst

Ingersoll Rand Davidson , NC 28036

Posted 2 months ago

At Ingersoll Rand we are passionate about inspiring progress around the world. We advance the quality of life by creating comfortable, sustainable and efficient environments. Our people and our family of brandsincluding Club Car, Ingersoll Rand, Thermo King, Trane, American Standard Heating & Air Conditioning and ARO - work together to enhance the quality and comfort of air in homes and buildings; transport and protect food and perishables; and increase industrial productivity and efficiency. We are a global business committed to a world of sustainable progress and enduring results. For more information, visit www.ingersollrand.com.

Ingersoll Rand is a diverse and inclusive environment. We are an equal opportunity employer, dedicated to hiring a diverse workforce; including minorities, females, individuals of all sexual orientations and gender identities, individuals with disabilities, and United States qualified protected veterans.

The Remote Monitoring Services Operations Analyst Team within the Compression Technologies and Services (CTS) business is a strategic role within the Service Operations Center of Excellence (COE) organization focused on the services growth initiative and executing the our digital services strategy. This team exists to help us create a differentiated experience for our most valued customers.

This position supports our Industrial Business.

  • This position has the opportunity to work from any IR location


Job Summary:

The global team of Remote Monitoring Services Operations Analysts will be our "go to" team of expert caliber customer issue problem solvers. They will serve as the first line of defense of incoming "digital" customer alerts and alarms triggered to us via our Remote Monitoring platform. This team will be networked globally and will be asked to develop a "follow the sun" process in order to capture and disposition all alerts and alarms in real time (24 hour coverage).

This team of master problem solvers is asked to collaborate closely with other cross-functional teams including Technical Support, Service Operations, Sales Excellence, as well as all of our local sales and service branches who have customers monitored on this platform.

Primary Responsibilities:

  • Receive, triage and disposition customer alerts and alarms from all CARE agreement assets that are monitored remotely

  • Work with local service teams (Service Coordinators, Service Supervisors, Service Leaders and Service Technicians) on procuring parts and supplies necessary to complete repairs in a timely fashion

  • Build capability to triage customer issues according to Service Level Agreements (SLA) in place (e.g. - agreement specific resolution time), usually measured in hours

  • Continue the build out of our knowledge library of asset failure modes, root cause, and repair plans for remote monitored assets

  • Assist local service teams in achieving their target installation goals

  • Develop proficiency in the operation, maintenance requirements and failure modes of our compressor and accessory portfolio

  • Collaborate heavily with Technical Support and Engineering on these aspects

  • Over communicate with channel partner sales and service teams about customer specific issue resolution(s) and overall progress and strategy of this initiative

  • Assist in the development of standard work, deployment plans, and change management plans to ensure solution success

  • Participate in strategic A3s (kaizen events), 9 step problem solving, and Rapid Experiments to continually improve our capability to serve our most important customers better and faster

  • Participate and develop improved practices with our Service Advisor tools

Qualifications:

  • Desired applicants will have ~ 8 -10 years' experience of troubleshooting industrial/commercial/mechanical, centrifugal and controls systems

  • Strong communication and interpersonal skills, both written and verbal

  • Strong analytical and problem solving skills

  • Advanced skills or knowledge in the following areas: Electrical / Electronic Technology. AC/DC circuits, wiring diagrams/schematics, motors/controls, PLCs, controllers, and refrigeration systems are all considered a plus

  • Functional knowledge of the Microsoft Office suite as well as proficiency with hand held computer (i.e. Smartphone, iPad), Siebel or Salesforce.com capability is a plus

  • Ability to work effectively across functions to deliver results, influence and execute multiple commitments within a fast paced environment.

  • Successful history of being a part of a winning team!

We are committed to helping you reach your professional, personal and financial goals. We offer competitive compensation that aligns with our business strategies and comprehensive benefits to help you live your healthiest. We are committed to building an inclusive and diverse culture that engages as well as values the different backgrounds and experiences of our employee, which, in turn, spurs innovation, generates creative solutions and enhances our customer relations.

If you share our passion for inspiring progressfor bringing about bold shifts in how people, economies and societies operatethen you belong with Ingersoll Rand. Progress begins with you.

'703211


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Remote Monitoring Services Operations Analyst

Ingersoll Rand