Regional Service Manager

4 weeks ago


Suwanee, Georgia, United States Mazak Full time

Mazak Corporation seeks a seasoned Regional Service Manager to oversee service operations in the Southeast Region. This role involves coaching a team to deliver exceptional customer service, ensuring compliance with Mazak Standard Operating Procedures, and developing Mazak Associates to excel in their positions.

Key Responsibilities:

  • Proactively maintain a safe and healthy work environment for all employees in accordance with Mazak's and customer's Health & Safety Policies.
  • Ensure the service department operates in compliance with Mazak Standard Operating Procedures.
  • Enforce compliance to Mazak's Export Control Requirements.
  • Ensure 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.
  • Develop and implement plans to ensure achievement of corporate performance metrics.
  • Responsible for associates' mandatory training requirements and periodic renewals.
  • Maintain Skills Matrix and ensure associates are motivated and have development/training plans to ensure long-term job satisfaction and development.
  • Manage service capacity and work with HR to identify potential personnel vacancies via Strategic Workforce Planning.
  • Lead regional recruitment opportunities (Job Fairs) and work with HR for support in providing a Mazak presence at such events.
  • Maximize paid service revenue in the region.
  • Manage efficient utilization of Distribution and Third-Party Service.
  • Oversee invoicing, work estimates, and quotes to customers as required.
  • Review large project schedules for capacity and accuracy when required.
  • Project Manage resolution on critical issues and major machine problems.
  • Ensure maintenance of a database of recurring complaints or problems with machines or with company, distribution, or contract personnel. Seek solutions with the team.
  • Oversee/Manage overtime, take disciplinary action as necessary.
  • Establish and control budgets.
  • Complete performance evaluations for direct reports. Review and approve performance evaluations of secondary reports.
  • Manage equitable salary structure in the department, address complaints, and resolve inequalities.

Requirements:

  • Bachelor's degree in Business Management or a related field.
  • 10+ years of related experience.
  • 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.

Mazak Corporation is an Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities.



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