Regional Service Manager

3 weeks ago

Suwanee, United States Mazak Full time
Description

Mazak Corporation is looking for a Regional Service Manager for the Southeast Region. The Regional Service Manager is responsible for overseeing the service operations within their region. They are tasked with coaching their team to ensure that the operations are conducted in a manner that consistently provides excellent customer service. Additionally, the Regional Service Manager works to develop and support Mazak Associates, helping them excel in their positions and achieve long-lasting job satisfaction. This position reports to the Southeast Technology Center located in Suwanee, GA.

Scope and Responsibilities:
Essential duties include, but are not limited to the following:
* Proactively attains a safe and healthy work environment for all employees in accordance with Mazak's and customer's Health & Safety Policies
* Ensures service department operates in compliance with Mazak Standard Operating Procedures
* Enforces compliance to Mazak's Export Control Requirements
* Ensures customer satisfaction in all aspects of the service business
* Manage Call Center Customer Relationship skillsets through call monitoring and ongoing coaching to provide an outstanding customer service experience
* Develops and implements plans to ensure achievement of corporate performance metrics
* Responsible for associates mandatory training requirements and periodic renewals
* Maintains Skills Matrix and ensures associates are motivated and have development / training plans to ensure long term job satisfaction and development
* Manages service capacity and works with HR to identify potential personnel vacancies via Strategic Workforce Planning
* Leads regional recruitment opportunities (Job Fairs) and works with HR for support in providing a Mazak presence at such events
* Maximizes paid service revenue in region
* Manages efficient utilization of Distribution and Third-Party Service
* Oversees invoicing, work estimates and quotes to customers as required
* Reviews large project schedules for capacity and accuracy when required.
* Project Manages resolution on critical issues and major machine problems.
* Ensures maintenance of database of recurring complaints or problems with machines or with company, distribution, or contract personnel. Seeks solutions with team.
* Oversees / manages overtime, takes disciplinary action, as necessary.
* Establishes and controls budgets.
* Completes performance evaluations for direct reports. Reviews and approves performance evaluations of secondary reports.
* Manages equitable salary structure in department, addresses complaints and resolves inequalities

Education/Certification:
* Business Management or related degree

Experience:
* 10 Plus years' related experience


Skills:
* Proven leader with the ability to maintain a high-level overview of service operations
* Proven skills in team building, active listening, and delegation
* Has a vision of service excellence and can develop and execute plans to achieve it
* Proficient in communicating effectively at all levels, including through spoken, written, and formal presentations.
* Adept at problem solving and skilled negotiation

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities

The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor's legal duty to furnish information. 41 CFR 60-1.35(c)

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