Field Service Team Lead

Mazak Corporation is looking for a Field Service Team Leader to join the Field Service team at our Southeast Technology Center located in Suwanee, GA. This position will have the responsibility to support, schedule, and manage a group of field technicians. Communicates with customers and other stakeholders and ensures exceptional service support is provided in accordance with corporate metrics and guidelines.

Scope and Responsibilities:

Essential duties include, but are not limited to the following:
• Proactively attains a safe and healthy work environment for all employees.
• Duties will include scheduling and management of regional service engineers
• Effectively handles overflow phone calls/emails into service center as required
• Ensures customer responses are within prescribed time limits and quality as defined by corporate goals
• Thoroughly documents summary of all customer calls in D365 including the correct contacts and list of further actions
• Ensure personnel is used efficiently while maintaining prescribed response times
• The ability to maintain a high degree of customer satisfaction and adhere to our service management principles.
• Responsible for identifying training and development needs of your service team.
• Complete reports, assessment of problems, repairs completed, parts installed, and time involved.
• Utilizes D365 for scheduling and detailed documentation of services records
• Coordinates and expedites as required, repair parts to obtain realistic delivery dates.
• Oversees / manages overtime, takes disciplinary action in coordination with the service manager, as necessary.
• Utilizes excellent call center / customer relationship skillset.
• Proactively determines the need for specialty tools and parts and ensures these items are available Field Service Technicians arrive on site
 
Education/Certification:
• High Diploma or Equivalent is required
• 2 Year Technical Degree or equivalent experience is a plus
 
Skills:
• Project Management / high activity scheduling experience
• Customer relations experience
• Ability to multitask
• Previous supervision of field service technicians a plus
• Excellent communication skills.

EOE, including disability/vets