Field Service Team Lead
4 weeks ago
Mazak Corporation is seeking a skilled Service Operations Manager to oversee the Field Service team at our Southeast Technology Center in Suwanee, GA. This role will involve managing a group of field technicians, communicating with customers, and ensuring exceptional service support in accordance with corporate metrics and guidelines.
Key Responsibilities:
• Proactively maintain a safe and healthy work environment for all employees.
• Schedule and manage regional service engineers to ensure efficient use of personnel and maintain prescribed response times.
• Effectively handle overflow phone calls and emails into the service center as required.
• Ensure customer responses are within prescribed time limits and quality as defined by corporate goals.
• Thoroughly document summary of all customer calls in D365, including correct contacts and list of further actions.
• Identify training and development needs of the service team and complete reports on repairs, assessment of problems, and time involved.
• Utilize D365 for scheduling and detailed documentation of services records.
• Coordinate and expedite repair parts to obtain realistic delivery dates.
• Oversee and manage overtime, taking disciplinary action in coordination with the service manager as necessary.
• Utilize excellent call center and customer relationship skills.
Requirements:
• High Diploma or Equivalent is required.
• 2 Year Technical Degree or equivalent experience is a plus.
• Project Management and high activity scheduling experience.
• Customer relations experience.
• Ability to multitask.
• Previous supervision of field service technicians a plus.
• Excellent communication skills.
Mazak is an Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities.
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