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Field Service Operations Supervisor

2 months ago

Suwanee, Georgia, United States Mazak Full time

Mazak Corporation is seeking a dedicated Field Service Operations Supervisor to lead our Field Service team. This role involves overseeing, coordinating, and managing a team of field technicians to ensure optimal service delivery.

Key Responsibilities:

  • Foster a safe and healthy work environment for all team members.
  • Schedule and manage the activities of regional service engineers effectively.
  • Handle incoming service center communications, including phone calls and emails, as necessary.
  • Ensure timely and quality responses to customer inquiries, adhering to corporate standards.
  • Document all customer interactions in the service management system, including relevant contacts and follow-up actions.
  • Optimize personnel utilization while maintaining required response times.
  • Maintain high levels of customer satisfaction and uphold service management principles.
  • Identify training and development needs for the service team.
  • Compile reports detailing problem assessments, repairs completed, parts used, and time spent on tasks.
  • Utilize the service management system for scheduling and maintaining detailed service records.
  • Coordinate the procurement of repair parts to ensure realistic delivery timelines.
  • Manage overtime and implement disciplinary actions in collaboration with the service manager when necessary.
  • Exhibit strong customer relationship management skills.
  • Anticipate the need for specialized tools and parts, ensuring availability for field technicians.

Qualifications:

  • High School Diploma or equivalent is required.
  • A 2-Year Technical Degree or equivalent experience is advantageous.
  • Experience in project management and high-activity scheduling is essential.
  • Background in customer relations is preferred.
  • Ability to multitask effectively.
  • Previous supervisory experience with field service technicians is a plus.
  • Excellent communication skills are necessary.

Equal Opportunity Employer: Mazak Corporation is an equal opportunity employer, including individuals with disabilities and protected veterans.