Field Service Team Lead

Mazak Corporation is looking for a Field Service Team Leader to join the Field Service team at our Technical Center located in Phoenix, AZ. 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.

 

The salary range for this role is $90,000 to $110,000.

EOE, including disability/vets